Customer Experience Supervisor (Remote)

Lensa; United States; Remote; USD 60,000 - 122,000; Full time

Job summary

Lensa is seeking a Customer Service Supervisor to lead a team focused on exceptional service and operational efficiency. This remote role requires team leadership, effective communication, and a strong focus on customer retention strategies. Candidates should have a bachelor’s degree and relevant leadership experience, ideally in the Medical Devices or Healthcare sector.

Benefits

Health insurance

401(k)

ESPP

Wellness programs

Qualifications

• 2+ years of customer service-related experience.
• 2+ years of professional experience.
• 2+ years of leadership experience.

Responsibilities

• Lead and mentor a team of Customer Service Representatives.
• Manage customer retention strategies and resolve customer concerns.
• Drive continuous improvement initiatives.

Skills

Leadership

Customer Service

Continuous Improvement

Education

Bachelor’s degree

Tools

SAP

Salesforce

MS Office

Job description

Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

What You Will Do

The Customer Service Supervisor is responsible for leading, training, and mentoring a team of Customer Service Representatives, providing guidance and support to ensure the highest levels of customer service. Responsibilities include monitoring and evaluating team performance, providing feedback and coaching, managing team building and employee engagement, implementing new products, and overseeing general customer service activities. The role also involves managing customer retention strategies, resolving customer concerns, analyzing operational processes, and liaising between customers and various departments such as manufacturing, sales, field service, order processing, and accounting.

This is a remote role, preferably located in the US West region. You will be required to travel approximately 10% of the time for quarterly meetings, in-person meetings, and team-building activities.

You Will

• Lead the team to provide outstanding service to internal and external customers.
• Manage resources and address team escalations effectively.
• Partner with other supervisors and team leads to meet departmental goals.
• Manage people, equipment, and workload to meet customer needs.
• Address issues that arise within the team promptly.
• Drive continuous improvement initiatives.
• Collaborate with Operations and Distribution to ensure efficient order-to-shipment processes.
• Hire, train, develop, and engage top talent, ensuring a pipeline for future roles.
• Utilize SAP, Salesforce, Genesys, MS Office, and Teams.

What You Will Need (Required)

• Bachelor’s degree.
• At least 2 years of professional experience.
• At least 2 years of customer service-related experience.
• At least 2 years of leadership experience.

What You Will Need (Preferred)

• Experience with SAP, Salesforce, MS Office applications.
• Experience in Medical Devices or Healthcare.
• Call Center experience.

Salary Range: $60,100 - $121,600 plus bonus and benefits. Actual salary may vary based on location, skills, and experience. Benefits include health insurance, HSA, FSA, 401(k), ESPP, life and disability insurance, and wellness programs.

Stryker is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, ethnicity, religion, gender, sexual orientation, national origin, disability, or veteran status.

If you have questions, contact [e-mail]

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting