.Descripción y detalle de las actividadesReporting to the Director of Customer Experience, we are seeking a Customer Experience Supervisor responsible for managing the daily operations of the customer service department, managing a team of representatives to deliver high-quality support to several customers (DTC and B2B). This role involves ensuring that customer inquiries are addressed promptly, efficiently, and with a high level of professionalism. The ideal candidate will possess strong leadership skills, a passion for customer satisfaction, and the ability to analyze and improve customer service processes. This position will be on-site.Key Responsibilities:Team Leadership: Supervise, mentor, and motivate a team of customer service representatives.Operational Management: Manage daily operations, including shift scheduling, channel management (email, phone, live chat), workload distribution, and adherence to service level agreements (SLAs). Ensure that the team meets or exceeds performance targets.Customer Support: Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner. Act as an escalation point for high-priority or sensitive cases.Process Improvement: Analyze customer service metrics and feedback to identify areas for improvement. Implement and monitor strategies to enhance the efficiency and effectiveness of the customer service team and technology stack (Zendesk, Shopify, SAP).Goal Achievement: Demonstrate responsibility and accountability in meeting team goals and KPIs, OKRs, and sales targets.Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution rates, case driver analysis, customer satisfaction scores, and warranty trends. Use data to drive decision-making and strategy.Cross-Department Collaboration: Work closely with other departments such as Sales, Marketing, and Product Development to provide customer insights and escalations. Collaborate on initiatives to improve the overall customer experience.Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement (FAQs, website optimizations, product improvements). Develop and implement strategies to address common issues and enhance overall customer satisfaction.Training & Development: Design and deliver training programs for new and existing team members. Ensure that the team is knowledgeable about products, policies, and best practices.Weekly Agent Evaluations: Using scorecard, conduct weekly agent evaluations through call listening, ticket reviews, CSAT scores, and provide actionable feedback.Skills & Qualifications:Proficiency in EnglishProfessional verbal and written communication skillsBachelor's degree, College degree, or equivalent professional experience4+ years of experience in customer service, with at least 2 years in a supervisory or leadership role
