Supervisor, Customer Experience in Tampa, Florida at Certus Pest Inc

Purpose

Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline.

Key Contributions

• Lead and support Customer Care agents to consistently meet service, quality, and productivity standards.
• Drive performance management through coaching, feedback, and escalation ownership.
• Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups.
• Maintain operational rigor through reporting, scheduling support, and time/commission oversight.
• Partner cross-functionally to resolve systemic customer issues and improve CX processes.

Success Metrics

• Customer Satisfaction: Maintain = 90% CSAT across supervised interactions.
• Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation.
• Team Performance: = 85% of agents consistently meeting individual QA, adherence, and productivity targets.
• First Call Resolution: Improve or sustain FCR rate at = 75%.
• Operational Accuracy: = 1% error rate in timecards, schedules, and commission tracking.
• Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA

Growth Impact

• Improves customer retention and lifetime value through faster, higher-quality issue resolution.
• Enables scalable growth by establishing consistent performance standards and repeatable CX practices.
• Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting.
• Strengthens culture by building accountability, responsiveness, and coaching-driven development within the Customer Care team.

Capabilities & Strengths

• People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a fast-paced service environment.
• Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results.
• Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction.

Required Qualifications

• 2+ years of experience leading customer service or call center teams.
• Proven ability to coach performance and manage customer escalations.
• Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).

Preferred Qualifications

• Experience supervising hybrid or remote customer service teams.
• Background in high-volume, service-driven or multi-location environments.
• Strong analytical skills with experience using KPIs to drive behavioral change.