Supervisor, Customer Experience

PURCOR Pest Tampa, Florida, United States

About this position

Purpose

Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline within a fast-paced, evolving acquisition environment.


Key Contributions

  •   Lead and support Customer Care agents to consistently meet service, quality, and productivity standards
  • Drive performance management through coaching, feedback, and escalation ownership
  • Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups
  • Maintain operational rigor through reporting, scheduling support, and time/commission oversight
  • Partner cross-functionally to resolve systemic customer issues and improve Customer Experience (CX) processes
  • Support ongoing change initiatives related to acquisitions, system enhancements, and evolving business needs

Success Metrics

  • Customer Satisfaction (CSAT): Maintain = 90% CSAT across supervised interactions
  • First Call Resolution (FCR): Improve or sustain FCR at = 75%
  • Average Handle Time (AHT): Meet established AHT targets while maintaining quality
  • After Call Work (ACW): Maintain ACW within defined standards
  • Hold Time: Keep average hold time within acceptable thresholds
  • Service Levels: Achieve daily and monthly service level targets
  • Abandon Rate: Maintain abandon rate within acceptable percentage thresholds
  • Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation
  • Team Performance: = 85% of agents consistently meeting QA, adherence, and productivity goals
  • Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA

Growth Impact

  •   Improves customer retention and lifetime value through faster, higher-quality issue resolution
  • Enables scalable growth by establishing consistent performance standards and repeatable CX practices
  • Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting
  • Strengthens team culture through accountability, responsiveness, and coaching-driven development

Capabilities & Strengths

  • People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a KPI-driven, service-focused environment
  • Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results
  • Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction
  • Change Agility: Comfortable leading teams through frequent change in a fast-paced acquisition company 


Hours of Operation & Schedule

  • Customer Care Center Hours: 8:00 AM – 8:00 PM, Monday through Saturday
  • Supervisor schedule will vary based on business needs, including potential evenings and Saturdays

Requirements

Required Qualifications

  • 2+ years of experience leading customer service or call center teams.
  • Proven ability to coach performance and manage customer escalations.
  • Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).

Preferred Qualifications

  • Experience supervising hybrid or remote customer service teams.
  • Background in high-volume, service-driven or multi-location environments.
  • Strong analytical skills with experience using KPIs to drive behavioral change.