Customer Experience Lead - Care & Operations

Expo Home Improvement; Farmers Branch (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Expo Home Improvement, a Texas-based home remodeling company, is seeking a Customer Experience Supervisor to lead the Expo Care team and ensure top-tier customer satisfaction by overseeing project completion and issue resolution. You will train staff, develop SOPs, monitor KPIs, and align policies with company values.

The role requires strong leadership, problem-solving, and communication skills, along with experience in CRM systems and data analysis.

Qualifications

• Customer-centric mindset and ability to translate customer needs into action.
• Strong problem-solving skills with a calm, professional demeanor.
• Proven multitasking ability to manage multiple channels and priorities.
• Leadership experience with coaching and mentoring team members.
• Analytical mindset with comfort using data to drive decisions.
• Excellent verbal and written communication skills.
• Self-motivated, proactive, and able to work both independently and in a team.
• Creative problem solver who thrives in fast-paced environments.
• Technical proficiency with call/tracking systems; experience with Salesforce.
• Effective time management and prioritization to meet deadlines.

Responsibilities

• Lead Expo Care team to ensure timely completion of projects and issue resolution.
• Provide ongoing training for Customer Service representatives.
• Conduct strategic research to improve customer experience and implement best practices.
• Schedule calendars for agents to ensure optimal coverage.
• Develop and implement standard operating procedures for customer service operations.
• Maintain and update all customer service procedures and policies.
• Set and monitor KPIs to measure and improve performance.
• Manage monthly departmental budget and optimize resources.
• Anticipate and resolve customer service issues to ensure a seamless experience.
• Maintain professional workspace and coordinate with internal departments.

Job description

Expo Home Improvement, a Texas-based home remodeling company, is seeking a Customer Experience Supervisor to lead the Expo Care team and ensure top-tier customer satisfaction by overseeing project completion and issue resolution. You will train staff, develop SOPs, monitor KPIs, and align policies with company values.

The role requires strong leadership, problem-solving, and communication skills, along with experience in CRM systems and data analysis.