Customer Experience Supervisor Jobs

Join an exciting startup at the right time!

In March 2013, Soothe set out on a mission to make regular massage therapy more accessible. Six years later, Soothe is now the #1 on-demand massage service and app, with nearly 11,000 certified massage therapists in 65 cities across the US, UK, Canada, and Australia. We take great pride in changing the face of massage therapy for both the clients and therapists. We deliver hand-picked, background checked, certified & insured massage therapists to your home, office, hotel, or event space in an hour. We are currently experiencing remarkable expansion (national and international), and are easily dominating the health and wellness industry. What better time to join a startup?

Come join our amazing team and become part of this rapidly growing and evolving new tech industry!

Description

Soothe is looking for an all-star Call Center Supervisor who is willing to roll up their sleeves and jump into a scrappy tech start-up! This person will be responsible for managing personnel, ensuring corporate and client goals are met on an ongoing basis, while promoting and encouraging a positive and collaborative team-oriented work environment.

Key Responsibilities

Provide daily updates of inbound and (minimal) outbound call statistics to the Customer Experience Manager, and provide timely alerts to appropriate personnel if a program is in anyway “at risk”

Ensure all customer experience programs, processes, and personnel issues are addressed and resolved in a timely manner by offering solutions and following up through conclusion

Ensure visibility of management on the call floor, handling call escalations and monitoring employee behaviors and schedules to maintain high levels of employee utilization

Implement new program/process improvements using company and industry best practices

Maintain accurate program and employee related reports and correspondence

Effectively utilize available reporting and provided analysis to champion continuous improvement

Responsible for setting goals, coaching employees for improved work performance, issuing discipline as needed, conducting bi-weekly meetings, maintaining team morale, completing employee reviews before due date, and communicating and enforcing all corporate policies and procedures

Provides regular cross-departmental communicate within Soothe, including Concierge, Therapist Success, etc.

Perform other duties as assigned

Reporting to this Position are:

Customer Services Reps, Customer Experience Team Leads

Requirements

Strong customer focus and demonstrated leadership ability (customer service experience preferred)

Flexible work schedule; must be willing to work weekends and holidays, and possibly overnight

Ability to take initiative to make recommendations, resolve issues, and create/improve work processes

Effective written and verbal communication skills

Ability to work independently and/or as part of a team

Intermediate knowledge of PC applications including, but not limited, to Microsoft Word, Excel, Outlook, Access, Visio, Envision, and web-based applications

Proven attendance reliability

Ability to adapt and communicate change in an effective and positive manner

Extreme attention to detail, with the ability to review and audit delegated tasks

Ability to effectively multi-task and proactively manage time in a constantly changing environment

Bachelor’s Degree (or equivalent work experience) preferred and/or professional training. Education requirements may be waived if applicant can demonstrate proven effectiveness in a relative or junior position

Bilingual preferred, German and/ or Spanish

Benefits & Perks

Health, Dental, and Vision

Stocked kitchen

‘Soothe Fridays!’ - Employees are able to receive 10 minute massages every week

All employees receive free table massages at home every month

Company Happy Hours And Various Functions

Random fun including bringing in food trucks, karaoke, monthly birthday celebrations, etc.

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