Customer Experience Supervisor

At eyebobs, we design original frames for original people. Along with our beautiful frames, best-in-class Customer Experience is a strategic priority. The Customer Experience Supervisor plays a vital role in ensuring our customers receive outstanding service and support. You will be responsible for overseeing a team of dedicated Customer Experience associates, managing day-to-day operations, and implementing strategies to enhance customer satisfaction and loyalty. The Customer Experience Supervisor is a working leader who provides direct customer support in addition to leading and developing the team.

This is an in-office based role with the potential for hybrid, located at our Minneapolis headquarters. As a working lead, this position requires flexibility to work evenings and weekends to meet business and scheduling needs.

Job Duties and Responsibilities

Lead, develop, and motivate a team of Customer Experience associates to deliver exceptional Customer Experiences. Foster a performance-based work culture that drives employee engagement.

Responsible for recruitment, hiring, ongoing development, performance management, and termination processes for CE team, partnering with Leadership and Human Resources as needed.

Handle escalated customer inquiries and complaints, providing prompt and effective resolutions. Provide front line support without hesitation; you understand the value of staying close to the work of your team.

Develop and implement Customer Experience policies, procedures, and standards to ensure consistent service delivery. Leverage customer insights, or the Voice of the Customer, to effectively partner with cross-functional teams and advocate for the Customer Experience at eyebobs.

Develop, monitor, and evaluate Customer Experience performance metrics, such as response time, resolution rate, and customer satisfaction scores.

Identify areas for improvement and implement necessary changes to enhance customer service operations. Guide and improve the Customer Service Experience and increase process efficiencies utilizing technology enhancements.

Collaborate with other departments, such as Retail, Product, and Operations, to ensure alignment and a seamless customer journey. Build sustainable relationships of trust through open and interactive communication.

Proactively prepare regular weekly/monthly reports on Customer Experience performance (KPI’s), highlighting achievements and areas for improvement.

Assist in managing Customer Experience team supporting systems, create and update workflows/SOP for systems and programs including but not limited to Zendesk, NetSuite, NuOrder, Shopify, and Smartsheet.

Conduct regular training sessions for Customer Experience associates to enhance their skills and knowledge. Formalize a coaching and training platform that is cost effective and measurable.

Stay updated on industry trends and best practices in Customer Experience to drive continuous improvement.

Foster eyebobs core values of courageous, resourceful, and driven.

Other duties as assigned.

Education and Experience

Bachelor's degree in business administration, marketing, or a related field.

3-5 years’ experience leading Customer Experience/customer service or retail teams.

2+ years’ experience providing frontline customer service or support in a fast-paced environment.

Prior experience in an omnichannel consumer products environment preferred.

Position Requirements/Other

Proven experience in a Customer Experience/customer service management role with 5+ direct reports.

Strong leadership skills with the ability to inspire and motivate a team.

A passion for mentoring others in their career growth and development.

Solid understanding of customer service principles and practices, customer-centric mindset, and passion for delivering exceptional service.

Excellent communication and interpersonal skills, with the ability to effectively resolve customer issues and tailor style to lead effectively.

Analytical mindset with the ability to review data, generate insights, and drive recommendations.

Exceptional problem-solving skills and the ability to make sound decisions under pressure.

Demonstrated success in working collaboratively with a wide variety of business stakeholders.

Ability to thrive in a fast-paced customer centric environment. Highly organized for productivity and efficiency, yet able to flex to anticipate the needs of others.

Proficient in using customer service software, systems, and applications.

Position Requirements/Working Conditions

Standard office environment.

Must have flexibility to work more than standard 8-hour days occasionally, as well as evening and Saturday availability as needed.

This job description is not designed to be a complete list of all the duties and responsibilities required of this position. Duties, responsibilities, and activities may change at any time with or without notice. This job description doesn't constitute a contract of employment and the company, or the employee may exercise their employment-at-will rights at any time.

Flexible work from home options available.