Customer Experience Team Lead

Long Home; Corridor North (MD); On-site; USD 55,000 - 65,000; Full time

Job summary

Long Home is seeking a Customer Service Supervisor to lead and develop our team of Customer Service Representatives, ensuring prompt, professional, and reliable service across calls, texts, emails, and website inquiries. The role focuses on coaching, performance monitoring, and continuous improvement to meet customer expectations and company goals.

You will oversee scheduling, workload distribution, and CRM usage while maintaining a positive, productive team environment that delivers exceptional

Qualifications

• Excellent verbal and written communication skills.
• Experience supervising or managing a customer service team preferred.
• Ability to handle upset customers and show empathy.
• Strong organizational skills.
• Strong interpersonal, conflict resolution, and problem-solving skills.
• Reading/writing and understanding documents, including safety rules.
• Experience creating training documents and SOPs.

Responsibilities

• Provide direct supervision and daily guidance to Customer Service Representatives across calls, texts, emails, and website inquiries.
• Coach, mentor and develop team members to improve customer service skills and performance.
• Monitor productivity, quality, attendance, and adherence to policies; provide regular feedback.
• Conduct one-on-one and team meetings, performance evaluations, and coaching sessions.
• Hold employees accountable for KPIs and customer service standards.
• Oversee daily operations, staffing, and workload distribution for timely customer responses.
• Ensure accurate gathering of customer information and effective issue resolution.
• Ensure proper use of CRM; maintain complete documentation of customer interactions.
• Lead the team in building and maintaining customer relationships through proactive communication.

Skills

Communication skills

Team supervision

Customer service

Organizational skills

Conflict resolution

Problem solving

Job description

Long Home is seeking a Customer Service Supervisor to lead and develop our team of Customer Service Representatives, ensuring prompt, professional, and reliable service across calls, texts, emails, and website inquiries. The role focuses on coaching, performance monitoring, and continuous improvement to meet customer expectations and company goals.

You will oversee scheduling, workload distribution, and CRM usage while maintaining a positive, productive team environment that delivers exceptional