Remote CX Supervisor & Experience Coach

Paycom - ATS; California, Northern (MO, KY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K matching

Job summary

Broad River Retail is seeking a Customer Experience Consultant Supervisor to lead a team of CXCs in delivering high-quality customer care across calls, emails, chats, and texts. The role emphasizes training, coaching, and day-to-day employee relations to ensure exceptional customer memories.

As the second-line support for escalated issues, you will monitor performance, conduct QA checks, and drive continuous improvement in the contact center. Onsite training followed by remote work is typical.

Qualifications

• Proven experience handling highly escalated issues from the executive team.
• Experience managing high-volume customer service team members that handle calls, emails, chats and texts.
• Mentoring, coaching, developing and motivating employees; supervising teams of 8+ is preferred.
• Familiarity with call center metrics and ability to create action plans to support individual achievement.
• Excellent customer service skills and root cause analysis in stressful situations.
• Experience with contact center technology such as Ring Central, NICE InContact, Freshdesk, etc.
• Strong knowledge of computers and Microsoft Suite, including Teams.

Responsibilities

• Provide training, mentorship, and guidance to CXC team members to ensure quality service.
• Supervise daily activities to maintain productivity, quality, and policy compliance.
• Lead root cause analysis to reduce escalations and drive improvements.
• Review service-level analytics and create action plans for skill development.
• Conduct performance reviews with regular coaching and feedback.
• Identify gaps and develop training materials to bridge knowledge gaps.

Skills

Escalation management

High-volume leadership

Coaching & mentoring

Call center metrics

Customer service excellence

Contact Center tech

Microsoft Teams proficiency

Tools

Ring Central

NICE InContact

Freshdesk

Job description

Broad River Retail is seeking a Customer Experience Consultant Supervisor to lead a team of CXCs in delivering high-quality customer care across calls, emails, chats, and texts. The role emphasizes training, coaching, and day-to-day employee relations to ensure exceptional customer memories.

As the second-line support for escalated issues, you will monitor performance, conduct QA checks, and drive continuous improvement in the contact center. Onsite training followed by remote work is typical.