CX Operations Lead - Weekend & Peak Coverage

Portland Leather Goods; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Portland Leather Goods is seeking a CX Supervisor to lead day-to-day customer experience operations across assigned coverage. You will provide real-time leadership, manage escalations, and ensure service levels and queue health align with business expectations.

The ideal candidate balances customer needs, team performance, and operational priorities in a fast-paced e-commerce environment, with weekend availability and close collaboration with CX leadership and Training/Quality.

Qualifications

• 3+ years in Customer Experience or related field.
• Experience in Team Lead/Supervisor roles.
• Experience in high-volume customer service environments.
• Strong written and verbal communication skills.
• Good judgment handling escalations.
• Coaching and performance-management capabilities.
• Comfort with customer service metrics and data.
• Strong organizational skills; manage competing priorities in real time.
• Ability to make independent decisions and escalate appropriately.

Responsibilities

• Own day-to-day CX execution during assigned coverage.
• Provide real-time leadership, direction, and decision-making for CX team members.
• Monitor volumes, backlog, response times, and productivity to identify intervention needs.
• Adjust priorities and workload distribution based on volume and needs.
• Serve as primary escalation point for complex or high-impact situations.
• Identify performance trends and coaching opportunities with CX leadership.
• Translate updates and policy changes into clear CX team direction.
• Support peak periods, launches, and promotions.
• Contribute to scalable leadership as CX grows.

Skills

People leadership

Customer experience

Escalation handling

Communication (written)

Decision making

Coaching & performance mgmt

Metrics & data literacy

Prioritization in real time

Ownership & accountability

Tools

Gorgias

Shopify

Job description

Portland Leather Goods is seeking a CX Supervisor to lead day-to-day customer experience operations across assigned coverage. You will provide real-time leadership, manage escalations, and ensure service levels and queue health align with business expectations.

The ideal candidate balances customer needs, team performance, and operational priorities in a fast-paced e-commerce environment, with weekend availability and close collaboration with CX leadership and Training/Quality.