Customer Experience Supervisor — Lead Call Center & CX

PS Seasoning; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Pay

Health, Dental, Vision & LifeInsurance

401K with Company Match

Paid Holidays & Vacation

50% Off Employee Discount

Employee Appreciation Events

Outdoor Courtyard with Putting Green

Delicious Smells

Job summary

PS Seasoning is seeking a Customer Service Supervisor in Iron Ridge, WI to lead the customer journey within our call center and related functions. You will develop strategies to improve satisfaction, mentor the team, and drive performance using data and KPIs.

The ideal candidate has 5+ years in customer service leadership, a Bachelor's in a related field, and proficiency with CRM tools like Salesforce or Zendesk.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years in customer service, customer experience, or contact center leadership.
• Proven experience managing call center operations and leading service teams.
• Strong grasp of KPIs and a data-driven approach to service delivery.
• Exceptional communication and leadership skills.
• Proficiency in CRM and customer service tools (e.g., Salesforce, Zendesk).
• A true passion for food, culinary innovation, and creating unforgettable customer moments.
• Bonus: Advanced degree or professional certification in CX (e.g., CCXP, Six Sigma).

Responsibilities

• Create and implement strategies to enhance customer satisfaction, loyalty, and efficiency.
• Analyze customer feedback and service data to identify trends and opportunities.
• Lead and mentor the customer experience team, including call center staff.
• Own and track KPIs such as CSAT, NPS, FCR, AHT, and service level.
• Develop team goals and coach for performance improvement.
• Work cross-functionally with product development, marketing, sales, and operations.
• Resolve high-impact customer issues with empathy and urgency.
• Implement tools, technologies, and workflows to improve service operations.
• Deliver reports on key customer experience metrics and drive continuous improvement.
• Foster a positive, food-loving, customer-first culture.
• Other duties as assigned by manager.

Skills

Customer service leadership

Leadership

Data-driven mindset

Communication

CRM tools (Salesforce, Zendesk)

Cross-functional collaboration

Food industry passion

Education

Bachelor’s degree in Business, Marketing, Communications

Tools

Salesforce

Zendesk

Job description

PS Seasoning is seeking a Customer Service Supervisor in Iron Ridge, WI to lead the customer journey within our call center and related functions. You will develop strategies to improve satisfaction, mentor the team, and drive performance using data and KPIs.

The ideal candidate has 5+ years in customer service leadership, a Bachelor's in a related field, and proficiency with CRM tools like Salesforce or Zendesk.