Customer Experience Supervisor

Summary

Join Peerspace as a Customer Experience Supervisor and take ownership of strategic CX areas like dispute resolution and customer outreach. You will de-escalate disputes, provide guidance, and develop your team. Responsibilities include performance feedback, metric tracking, process improvement, and data analysis. The ideal candidate possesses strong communication, problem-solving, and critical thinking skills, along with experience in customer service and proficiency in relevant tools. Peerspace offers a remote-first work environment with comprehensive benefits, including full health insurance coverage, a professional development allowance, and flexible time off.

Requirements

• Problem Solver
• Excellent written and verbal communication with attention to detail and grammar
• Strong critical thinking skills
• Excellent ability to multitask and delegate
• Able to inspire & motivate
• Working knowledge of: Google Drive, including Sheets & Slides
• Working knowledge of: Zendesk and Intercom
• Working knowledge of: SQL
• Able to work independently and provide guidance in place of manager when needed
• Thrives when providing guidance/help others
• Able to proactively identify solutions to areas that would benefit from process improvement
• Able to create a clear process from scratch
• Able to generate and analyze reports, and provide recommendations based on data trends
• Energized by investigating issues
• Sense of humor and enjoy working with others
• Consistently and objectively apply guidelines and comfortable with discretionary decision making when faced with difficult decisions
• 3+ years experience in Customer Service/Support/Experience

Responsibilities

• Own one or more ongoing strategic areas of CX (i.e., Dispute Resolution, Learning & Development, Customer Outreach)
• De-escalate and mediate disputes between users and other escalations
• Provide clear, concise, and helpful guidance/responses to time-sensitive escalations, applying guidelines and discretionary decision-making
• Provide regular performance feedback and provide career development opportunities for team members
• Drive team to meet and exceed metric expectations
• Help with the distribution of work, including working in the queue when needed based on volume
• Ensure employee engagement by developing a trusting, accountable team
• Help plan training sessions
• Determine best tools available for team success
• Develop processes & guidelines to help ensure consistent processes are followed by all team members
• Proactively identify and provide solution-based recommendations for improvements to current team processes
• Run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends
• Assist in retrospective investigations of escalations
• Cross-functional collaboration across the organization
• Present in team and all-company meetings

Benefits

• 100% employee coverage of medical, dental and vision insurance
• $500 annual professional development allowance
• Discount on all Peerspace bookings
• Laptop, high res display, and stipend to setup home office
• Monthly cell phone and internet credit
• Coworking membership if needed (in lieu of home office)
• Access to the Peerspace network of inspiring spaces to do your best work
• Flexible take it as you need it time off policy
• Wellness Fridays observed company wide
• Biannual in-person, all company offsites and team-building events (in Peerspace locations, of course)