Remote Customer Experience Team Leader

CleanChoice Energy; United States; Remote; USD 58,000 - 62,000; Full time

Job summary

CleanChoice Energy is seeking a Customer Experience Supervisor to lead a remote, nationwide team. You will supervise a call center, drive performance against targets, and provide coaching to front-line agents while handling escalated issues. Collaboration across departments and a focus on service quality are key.

The role emphasizes leadership, data-driven improvements, and maintaining high customer satisfaction in a 100% remote setting with regular coaching and performance reviews.

Qualifications

• Bachelor's degree or equivalent work experience in customer service or related field.
• Proven experience in a customer service supervisory or leadership role within a call center environment.
• Strong communication, interpersonal, and conflict-resolution skills.

Responsibilities

• Supervise and lead a team of customer service representatives in a fast-paced call center environment.
• Monitor and manage daily operations to meet or exceed performance targets and service level agreements.
• Provide ongoing coaching, training, and feedback to customer experience specialists to enhance their skills and performance.
• Handle escalated customer issues, demonstrating a commitment to problem resolution and customer satisfaction.
• Collaborate with other departments to address customer concerns and improve overall service delivery.
• Analyze performance metrics, generate reports, and implement continuous improvement initiatives.
• Ensure compliance with company policies, procedures, and quality standards.
• Foster a positive and inclusive work environment that encourages teamwork and professional development.
• Stay informed about industry trends, customer preferences, and best practices to drive innovation in customer service operations.
• Perform other duties as assigned to support the overall success of the Customer Support department.

Skills

Team leadership

Conflict resolution

Data analysis

Salesforce CRM

Strong communication

Coaching and training

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

Call center software

Job description

CleanChoice Energy is seeking a Customer Experience Supervisor to lead a remote, nationwide team. You will supervise a call center, drive performance against targets, and provide coaching to front-line agents while handling escalated issues. Collaboration across departments and a focus on service quality are key.

The role emphasizes leadership, data-driven improvements, and maintaining high customer satisfaction in a 100% remote setting with regular coaching and performance reviews.