Remote CX Supervisor & Team Leader

Kalkomey Enterprises, LLC; Stati Uniti; Remoto; USD 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Work from home

401(k)

Medical/Dental/Vision insurance

Parental leave

Paid vacation & holidays

Wellness allowance

EAP

Descrizione del lavoro

Kalkomey Enterprises, LLC is seeking a CX Supervisor to lead a team of Customer Experience Agents, driving onboarding, coaching, performance management, and escalation handling to ensure high-quality support aligned with service standards.

The role involves monitoring performance data, handling escalated issues, and collaborating with the CX Manager to implement process and quality improvements that boost the customer experience. Fully remote in the U.S.

Competenze

• 1–2 years in an inbound call center supervisor role.
• Experience coaching frontline agents and documenting performance.
• Experience handling escalated issues across channels with sound judgment.
• Knowledge of call center KPIs and ability to derive insights.
• Experience with QA audits or interaction reviews for coaching.
• Familiarity with at least one helpdesk platform and reporting.

Mansioni

• Lead and develop CX Agents, including onboarding and coaching.
• Conduct performance reviews and maintain proper documentation.
• Oversee escalations and provide supervisory judgment for complex cases.
• Monitor interactions across phone, email, and chat for quality.
• Coordinate with QA Trainer on standards and audits.
• Track team KPIs and prepare performance reports.
• Drive CX process improvements with cross-functional partners.

Conoscenze

Coaching

Performance feedback

Escalation handling

KPIs

QA audits

Helpdesk tools

Strumenti

Gladly

Zendesk

Descrizione del lavoro

Kalkomey Enterprises, LLC is seeking a CX Supervisor to lead a team of Customer Experience Agents, driving onboarding, coaching, performance management, and escalation handling to ensure high-quality support aligned with service standards.

The role involves monitoring performance data, handling escalated issues, and collaborating with the CX Manager to implement process and quality improvements that boost the customer experience. Fully remote in the U.S.