Customer Experience Supervisor

Socket.dev; Overland Park (KS); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Paid parental leave

Generous paid time off

Medical, dental, vision, FSA, Life/AD&

401K matching

Employee referral program

Job summary

TreviPay is seeking a Customer Experience Supervisor to lead a team of service professionals in Overland Park, KS. You will drive world‑class service, oversee daily communications with clients and merchants, and align metrics with strategic initiatives.

The role demands strong leadership, coaching, and ongoing process improvements across the contact center, with a focus on timely, accurate responses and the development of training materials and scripts to elevate the customer experience.

Qualifications

• Minimum 4 years’ experience supervising Customer Service personnel within a call center environment
• Excellent interpersonal skills and ability to motivate the team
• Excellent professional verbal and written communication skills
• Detail oriented with strong organizational skills
• Strong critical thinking and analytical skills
• Independent decision making and delegation experience
• Advanced computer skills, especially in Word & Excel
• Experience with Service Cloud is a plus
• Ability to identify root causes of problems and develop solutions
• Interdepartmental and customer relationship skills
• Flexible work schedule commitments
• Multilingual abilities are a plus

Responsibilities

• Ensure an extraordinary customer experience on every interaction with internal and external customers
• Promote continuous improvement by studying, evaluating, redesigning and documenting processes; setting service metrics
• Oversee communications to ensure timely, accurate, professional responses
• Set and review team goals and metrics
• Meet with each team member to review metrics and coach
• Identify potential system defects and escalate when appropriate
• Handle escalated situations with urgency
• Coordinate training and develop training materials
• Manage client relationships by providing top level support
• Lead with clear communication and professional example
• Perform other duties as assigned

Skills

Supervising teams

Interpersonal skills

Verbal & written communication

Attention to detail

Critical thinking

Decision making & delegation

MS Word & Excel

Service Cloud

Root cause analysis

Cross-functional collaboration

Flexibility

Multilingualism

Job description

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation. Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Experience Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.

Principal Duties and Responsibilities:

• Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
• Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
• Set, monitor and frequently review team goals and metrics
• Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
• Recognize potential system defects and escalated internally when appropriate
• Handle escalated situations and act urgently when necessary
• Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
• Manage client relationships by providing top level support
• Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
• Performs other general duties as assigned

Required Experience, Skills and Abilities:

• Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment
• Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship
• Excellent professional verbal and written communication skills
• Detailed oriented; strong organizational skills
• Strong critical thinking and analytical skills
• Independent decision making and delegation experience
• Advanced computer skills, especially in Microsoft Word & Excel
• Experience with Service Cloud is a plus
• Ability to identify the root cause of a problem and develop solutions to mitigate
• Interdepartmental and customer relationship skills
• Work schedule flexibility
• Multiple languages a plus

Why you will love working at TreviPay

• Competitive salary
• Paid parental leave
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short term disability
• 401K matching
• Employee referral program

At TreviPay we believe:

• in saying yes to unique and challenging requirements
• empowered team members are creative team members
• our products make the customer’s day just a little bit better
• work/life balance makes us all more effective

TreviPay is an Equal Opportunity and ... We welcome all veterans and disabled applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact [e-mail] to request an accommodation.