Customer Experience Supervisor

2 weeks ago


Canada WellnessLiving Systems Inc. Full time
Customer Experience Supervisor (Internal Posting) at WellnessLiving

Title: Customer Experience Supervisor

Type: Internal Staff Only

Term: 1-year

***This role is for a 1-year contract. The successful candidate will return to their previous role following the completion of the 1-year term. 

The Customer Experience team is looking for someone who shares their passion in the training and development of our WellnessLiving customer-facing employees. You will monitor and evaluate support specialist calls, and provide actionable feedback to appropriate team managers to implement, with the goal of fostering a superior customer experience.

Responsibilities: 

  • Communicate strategy and provide recommendations to the customer solutions team that combine innovation and best practices to create exceptional customer experience
  • Continually build upon Customer Solutions best practices to handle escalation calls
  • Perform call monitoring and meet periodically with Customer Solutions Managers to provide coaching on observed trends and/or areas for improvement
  • Work with the Customer Experience team to develop and improve internal processes for handling complex accounts/escalations which includes reference materials, talk tactics, templates, and best practices for communicating effectively with customers
  • Analyze negative customer experiences, compiling observations on patterns which can be translated to training opportunities or process improvements
  • Perform ticket reviews and document feedback using our internal scorecards in Zoho CRM
  • Accompany evaluations with meaningful and constructive feedback
  • Collaborate with cross-functional team members in the customer success, sales, onboarding, product, and marketing to drive capabilities and retention strategies based on customer feedback
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