Customer Experience Associate

Job Title: Customer Experience Associate

Job Summary:
We are looking for a hands-on and service-driven Customer Experience Supervisor to oversee the daily performance of a customer experience team. In this role, you will be responsible for managing workflows, monitoring service quality, supporting team members, and ensuring that customer interactions meet established standards. This position is ideal for a professional with solid customer service experience and leadership abilities looking to grow in a supervisory capacity.

Key Responsibilities:

• Team Supervision:
  Supervise a team of Customer Experience Associates, assigning tasks, managing schedules, and ensuring workload balance.
  Monitor individual and team performance, providing guidance and daily support.

• Quality Assurance:
  Review customer interactions to ensure alignment with company service standards.
  Conduct quality checks and give constructive feedback to improve communication and resolution quality.

• Customer Issue Escalation:
  Handle escalated or complex customer concerns, resolving them efficiently or escalating further when required.
  Support team members in managing difficult situations with professionalism and care.

• Training & Support:
  Assist in the onboarding and training of new associates.
  Provide coaching and development opportunities to improve skills and performance.

• Reporting & Communication:
  Track key service metrics (response time, resolution rates, customer satisfaction) and report performance to managers.
  Document and communicate team updates, policy changes, and customer feedback internally.

• Process Improvement:
  Identify gaps in workflows and recommend improvements to increase efficiency and enhance customer experience.
  Collaborate with management and other departments to align team efforts with business objectives.

Required Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Communications, or related field

• 3–5 years of experience in customer service or customer experience roles

• Previous experience in a team lead or supervisory role preferred

• Proficiency in using CRM or customer support platforms (e.g., Zendesk, Salesforce, HubSpot)

Skills & Competencies:

• Strong leadership and interpersonal skills

• Excellent communication and problem-solving abilities

• Detail-oriented with the ability to manage multiple priorities

• Customer-first mindset with a collaborative approach

• Ability to motivate and mentor a team effectively