Supervisor, Customer Experience (CX)

📋 Description

• Lead and coach a CX team to meet KPIs (response times, SES, QA) through 1:1s.
• Conduct 1:1s and development plans; identify training or automation opportunities.
• Own escalated and complex student interactions with calm, clear communication.
• Track contact quality and agent performance across channels; align to brand standards.
• Propose operational improvements including automations and AI to streamline workflows.
• Contribute to onboarding, ongoing training, and CX resource creation.

🎯 Requirements

• 5+ years in CX, operations, or related field with leadership.
• Proven ability to coach, inspire, and develop a distributed team.
• Strong critical thinking and independent problem solving.
• High emotional intelligence and empathy in sensitive conversations.
• Time-management to balance coaching, escalations, and operations.
• Clear verbal and written communication, especially for feedback.

🎁 Benefits

• Competitive total rewards (base salary + bonus/stock options).
• 401k match.
• Robust medical, dental, and vision benefits.
• Generous paid time off and 19 paid holidays per year.
• Flexible work schedule.
• Wellness programs.