CX Frontline Leader: Multichannel Support & Coaching

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

Job summary

Good Ranchers is seeking a hands-on Customer Experience Supervisor to lead a frontline CX team in Friendswood, TX. You’ll coach staff, manage daily operations, and escalate complex issues while upholding SOPs across voice, email, chat, and social channels.

The role requires 3+ years in CX with 1+ year in leadership, excellent communication, and on-site work in Friendswood, TX. Competitive $60K-$70K salary with benefits.

Qualifications

• 3+ years in customer service or CX/CC environments.
• 1+ year in leadership, coaching, or team lead roles.
• Experience with performance metrics, scorecards, and queues.
• Strong written and verbal communication skills.
• Ability to give clear, direct feedback.
• Calm and composed during escalations.
• High school diploma or equivalent.
• Ability to work on-site in Friendswood, Texas.

Responsibilities

• Lead daily CX operations, including staffing, queue management, and coverage.
• Coach and develop team members using quality results and metrics.
• Set expectations and address attendance, reliability, and performance issues.
• Serve as the first leadership escalation point for complex customer situations.
• Ensure SOPs, workflows, and escalation processes are followed.
• Support onboarding, training, and readiness of new team members.
• Identify recurring issues and collaborate across teams to resolve them.
• Step into customer interactions during escalations or peak periods.
• Monitor performance and share trends and risks with CX leadership.

Skills

Leadership

Coaching

Customer service

Performance metrics

Queue data

Communication

Feedback

Calm under pressure

On-site work

Education

High school diploma

Job description

Good Ranchers is seeking a hands-on Customer Experience Supervisor to lead a frontline CX team in Friendswood, TX. You’ll coach staff, manage daily operations, and escalate complex issues while upholding SOPs across voice, email, chat, and social channels.

The role requires 3+ years in CX with 1+ year in leadership, excellent communication, and on-site work in Friendswood, TX. Competitive $60K-$70K salary with benefits.