Customer Experience Supervisor

Good Ranchers, INC.; Friendswood (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k) with employer match

Paid time off

Gym membership

Monthly Good Ranchers product box

Job summary

Good Ranchers in Friendswood, TX, is seeking a hands-on Customer Experience Supervisor to lead our CX team across voice, email and chat channels. You will coach reps, manage daily operations, and ensure adherence to SOPs while delivering high-quality customer resolutions.

As a frontline leader, you’ll optimize staffing, drive performance metrics, handle escalations, and cultivate a culture of accountability and customer focus. On-site role with competitive compensation and benefits.

Qualifications

• 3+ years of customer service, customer experience, or contact center experience.
• 1+ year of leadership, coaching, team lead, or subject-matter-expert experience.
• Experience working with performance metrics, quality results, queue data, or scorecards.

Responsibilities

• Lead daily CX operations, including team huddles, staffing, queue management, coverage, and backlog control.
• Coach and develop team members using quality results, performance metrics, customer interactions, and observable behaviors.
• Set clear expectations and address attendance, reliability, adherence, and performance issues consistently.
• Serve as the first leadership escalation point for complex customer and agent situations.
• Ensure the team consistently follows approved SOPs, workflows, documentation standards, and escalation processes.
• Support onboarding, training, cross-training, and readiness of new team members.
• Identify recurring customer or operational issues and work across teams to solve them.
• Jump into customer interactions when needed during escalations, peak periods, or coaching situations.
• Track team performance and communicate key trends, risks, and opportunities to CX leadership.

Skills

Customer service experience

Leadership experience

Performance metrics

Communication skills

Feedback delivery

Calm under pressure

On-site work

Education

High School Diploma or equivalent

Tools

SOP adherence

Job description

About Good Ranchers

Good Ranchers delivers high-quality, American-sourced meat directly to customers while supporting U.S. farmers and helping bring families back to the table. Our Customer Experience team is a critical part of that mission. We are looking for a Customer Experience Supervisor to lead the day-to-day performance of our CX team and help us deliver an exceptional experience across Voice, Email, Chat, Social, and Outbound channels.

The Role

This is a hands-on frontline leadership position for someone who knows how to run the floor, coach people, solve problems, and hold a high standard. You will lead an assigned team of Customer Experience Representatives, keeping daily operations on track while developing your team and stepping into complex customer situations when needed.

• Lead daily CX operations, including team huddles, staffing, queue management, coverage, and backlog control.
• Coach and develop team members using quality results, performance metrics, customer interactions, and observable behaviors.
• Set clear expectations and address attendance, reliability, adherence, and performance issues
  consistently.
• Serve as the first leadership escalation point for complex customer and agent situations.
• Ensure the team consistently follows approved SOPs, workflows, documentation standards, and
  escalation processes.
• Support onboarding, training, cross-training, and readiness of new team members.
• Identify recurring customer or operational issues and work across teams to solve them.
• Jump into customer interactions when needed during escalations, peak periods, or coaching situations.
• Track team performance and communicate key trends, risks, and opportunities to CX leadership
  

What Success Looks Like

You create a team that knows what is expected, understands how it is performing, and gets the coaching and support needed to improve. Customer queues stay under control. Problems are identified before they become emergencies. Performance and accountability are managed consistently. And customers receive thoughtful, accurate resolutions that strengthen their trust in Good Ranchers.

What You Bring

• 3+ years of customer service, customer experience, or contact center experience.
• 1+ year of leadership, coaching, team lead, or subject-matter-expert experience.
• Experience working with performance metrics, quality results, queue data, or scorecards.
• Strong written and verbal communication skills.
• Ability to give clear, direct, and respectful feedback.
• Strong judgment and the ability to remain calm during escalations.
• High school diploma or equivalent.
• Ability to work on-site in Friendswood, Texas

Bonus:

Experience in DTC e-commerce, subscription businesses, Shopify, Kustomer, Dialpad, workforce-management or quality platforms, omnichannel customer support, onboarding, or quality calibration.

Schedule & Compensation

Location: Friendswood, Texas - On-site

Schedule: Full-time; Tuesday-Friday operating hours are 8:00 a.m.-6:00 p.m. and Saturday operating hours are 8:00 a.m.-4:00 p.m. Assigned schedule is based on business needs.

Compensation: $60,000-$70,000

Benefits

• Medical, dental, and vision coverage
• 401(k) with employer match
• Paid time off
• Gym membership
• Monthly Good Ranchers product box

If you're a hands-on leader who enjoys developing people, solving problems, and building a customer experience team that performs at a high level, we would love to hear from you.

Good Ranchers is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable law. Reasonable accommodations are available for qualified individuals with disabilities.