Customer Experience Supervisor

2 weeks ago


Richmond Hill, Canada WellnessLiving Full time
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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