Supervisor II – Customer Experience
Datavant
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $76,000 - $85,000 per year
About the role
- Handle supervisory responsibilities including:
- Hiring entry-level customer service employees.
- Training new employees in the company’s customer experience policies, procedures, and best practices.
- Organizing and overseeing the schedules and work of assigned staff.
- Conducting regular occurring 1 on 1s and conducting performance evaluations that are timely and constructive.
- Handling discipline and termination of employees as needed and in accordance with company policy.
- Manage a team of assigned customer experience representatives and ensure they comply with company guidelines particularly related to quality of service.
- Provide customer service by handling customer escalated calls, answering complex product issue questions, resolving issues, and educating customers.
- Strategize and monitor the daily activities of customer service operations.
- Assist customer experience representatives with duties where required.
- Ensure that representatives are informed about changes to company products and services.
- Collect data and prepare reports on customer complaints and inquiries.
- Manage customer call backs to respond to feedback.
- Prepare monthly reports summarizing the assigned customer experience team’s performance.
- Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
- Identify opportunities to update or improve customer service procedures and make recommendations to leadership or other appropriate staff.
- Perform other related duties as assigned.
Requirements
- At least three years of customer Support experience is required.
- Experience leading teams that support AI focused product solutions
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Critical thinking and strong problem-solving skills.
- Ability to coach and mentor customer service representatives.
- Bonus points if:
- Previous experience in a supervisory role preferred.
- Bachelor's degree preferred.
Benefits
- Comprehensive health, dental, and vision insurance
- Unlimited PTO
- Retirement savings plan
- Flexible work arrangements
- Opportunities for career growth and development
- Employee wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service proceduresperformance evaluationsdata collectionreport preparationcustomer complaint resolutionAI product solutionscoachingmentoring
Soft Skills
management skillssupervisory skillsverbal communicationwritten communicationattention to detailcritical thinkingproblem-solvingorganizational skillsprofessional demeanor
Certifications
Bachelor's degree