Customer Experience Leader: Coaching & Escalations

Holley Performance; Bowling Green (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

Holley Performance in Bowling Green, KY is seeking a Customer Service Supervisor to lead the day-to-day performance of a frontline team and ensure a high-quality customer experience. You will coach, develop, and manage performance while collaborating across departments to resolve customer issues.

The role emphasizes leadership, training, and adherence to service standards, with responsibility for staffing, productivity, and process improvements in a fast-paced environment.

Qualifications

• 3+ years in customer service, call center, or related roles.
• Experience leading and coaching teams.
• Strong verbal and written communication.
• Ability to work with CRM and case-management tools.
• Ability to use performance data to coach.

Responsibilities

• Provide daily leadership and direction to Customer Service team members.
• Coach and develop team members through regular one-on-ones, feedback, performance discussions, and development planning.
• Set clear expectations for productivity, quality, attendance, customer experience, and overall job performance.
• Support onboarding and training of new team members and reinforce ongoing product, process, and system knowledge.
• Recognize strong performance and address performance concerns in a timely and consistent manner.
• Partner with HR on employee relations, performance management, attendance, and team development as needed.

Skills

Customer service

Team leadership

Performance management

Communication skills

Problem solving

Multitasking

Tools

CRM software

Case-management tools

Job description

Holley Performance in Bowling Green, KY is seeking a Customer Service Supervisor to lead the day-to-day performance of a frontline team and ensure a high-quality customer experience. You will coach, develop, and manage performance while collaborating across departments to resolve customer issues.

The role emphasizes leadership, training, and adherence to service standards, with responsibility for staffing, productivity, and process improvements in a fast-paced environment.