[Hiring] Customer Experience Supervisor @Kalkomey Enterprises, LLC

Role Description

The CX Supervisor is responsible for the direct leadership and day-to-day management of a team of Customer Experience Agents. This role oversees hiring, onboarding, coaching, performance management, and escalation handling for the CX team. The CX Supervisor is accountable for ensuring that frontline agents deliver consistent, high-quality customer support in line with established service standards.

• Monitor service performance data.
• Manage escalated customer issues.
• Work with the CX Manager and cross-functional stakeholders to implement process and quality improvements.

Qualifications

• One to two years of experience at an inbound call center in a supervisor position.
• Experience coaching and giving performance feedback to frontline agents.
• Experience handling escalated customer issues across phone, email, and chat.
• Working knowledge of contact center KPIs (CSAT, FCR, response time, handle time).
• Experience conducting QA audits or interaction reviews.
• Comfort with a helpdesk or contact center platform (Gladly, Zendesk, or similar).
• Strong written and verbal communication skills.
• Availability to work evenings, weekends, and some holidays.

Requirements

• Experience participating in hiring and onboarding new agents (preferred).
• Experience identifying high-potential agents and supporting their growth (preferred).
• Exposure to AI-assisted support, deflection, or automation tools (preferred).
• Experience in a SaaS, government, or education-adjacent environment (preferred).

Benefits

• Fully distributed company – work from home position.
• Employer matched 401(k).
• Medical/Dental/Vision insurance with generous employer contributions (including HSA).
• Maternity and Paternity leave and benefits.
• Three weeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule.
• Annual wellness allowance and a paid mental health day once a year.
• Automatic WFH contribution to each paycheck.
• Employee Assistance Program (EAP).