Remote CX Team Lead & Quality Coach

Kalkomey; United States; Remote; USD 65,000 - 98,000; Full time

Benefits offered by this job

Fully distributed company

401(k) with employer match

Medical/Dental/Vision insurance

Paid maternity/paternity leave

Three weeks vacation + 12 holidays

Wellness allowance

Mental health day

Employee Assistance Program

Job summary

Kalkomey Enterprises, the trusted guide to outdoor success, is hiring a CX Supervisor to lead a team of Customer Experience Agents. You will manage onboarding, coaching, performance reviews, and escalation handling while aligning with CX standards and cross-functional partners.

You’ll monitor KPIs (CSAT, FCR, response time) across channels and drive process improvements in a fully distributed, US-wide team. Evening/weekend shifts and holidays are part of the role.

Qualifications

• 1–2 years of experience in inbound call center supervisor roles.
• Experience coaching frontline agents and documenting performance conversations.
• Experience handling escalated customer issues across phone, email and chat.
• Working knowledge of contact center KPIs (CSAT, FCR, response time, handle time) and extracting insights.
• Experience conducting QA audits or interaction reviews.
• Familiarity with reporting tools and contact center platforms (Gladly, Zendesk or similar).
• Strong written and verbal communication; able to deliver direct feedback constructively.
• Willingness to work evenings, weekends and some holidays.

Responsibilities

• Lead and develop a team of CX agents; manage onboarding, coaching, and performance reviews.
• Oversee escalated customer issues and provide supervisory judgment when needed.
• Monitor multi-channel interactions to ensure timely, accurate, and standard-compliant responses.
• Coordinate with CX Manager and cross-functional teams to implement process improvements.
• Conduct regular quality reviews and support QA training alignment.
• Track and report on team KPIs like CSAT, FCR, and response times.
• Ensure follow-through on escalations and share learnings with agents.

Tools

Gladly

Zendesk

Job description

Kalkomey Enterprises, the trusted guide to outdoor success, is hiring a CX Supervisor to lead a team of Customer Experience Agents. You will manage onboarding, coaching, performance reviews, and escalation handling while aligning with CX standards and cross-functional partners.

You’ll monitor KPIs (CSAT, FCR, response time) across channels and drive process improvements in a fully distributed, US-wide team. Evening/weekend shifts and holidays are part of the role.