[Hiring] CX Supervisor @Portland Leather Goods

Role Description

The CX Supervisor is responsible for the day-to-day execution of the Customer Experience operation during assigned coverage, ensuring service levels, queue health, escalation management, and team performance remain aligned with business expectations.

This role provides an additional layer of frontline leadership within Customer Experience and is designed to strengthen coverage across the week, particularly during weekends and other high-volume periods.

The CX Supervisor will lead in real time—prioritizing work, supporting team members, managing escalations, identifying emerging customer issues, and ensuring the team has the direction and resources needed to deliver a consistent, high-quality customer experience.

The ideal candidate is a hands-on people leader who is comfortable balancing customer needs, team performance, and operational priorities in a fast-moving e-commerce environment.

Key Responsibilities

• Own day-to-day CX execution during assigned coverage, ensuring customer queues and service levels remain within established expectations.
• Provide real-time leadership, direction, and decision-making for Customer Experience team members.
• Monitor customer volume, backlog, response times, resolution times, productivity, and other operational indicators to identify where intervention is needed.
• Adjust priorities and workload distribution based on volume, business needs, and customer impact.
• Serve as the primary escalation point for complex, sensitive, or high-impact customer situations during assigned shifts.
• Partner with Customer Experience leadership and Training/Quality to identify performance trends, coaching opportunities, and knowledge gaps.
• Identify recurring customer issues and elevate trends that may indicate broader product, fulfillment, policy, or operational concerns.
• Ensure relevant business updates, launches, promotions, operational disruptions, and policy changes are translated into clear direction for the CX team.
• Provide clear leadership handoffs and visibility into unresolved issues, emerging risks, and customer-impacting trends.
• Support peak periods, major launches, promotional events, and other moments of increased business demand.

What Success Looks Like

Success in this role means Customer Experience operates consistently and effectively regardless of day or shift.

• Maintain strong service levels and queue health during assigned coverage.
• Ensure customer escalations receive timely, sound, and consistent resolution.
• Improve access to frontline leadership and decision-making for CX team members.
• Strengthen accountability to quality and productivity expectations.
• Identify customer-impacting risks early and communicate them effectively.
• Reduce the number of routine operational decisions and escalations requiring senior leadership involvement.
• Contribute to a scalable leadership structure as Customer Experience continues to grow.

Qualifications

• 3+ years of experience in Customer Experience, Customer Service, or a related field.
• Previous experience in a Team Lead, Supervisor, Senior Agent, or similar leadership role.
• Demonstrated experience leading in a high-volume customer service environment.
• Strong written and verbal communication skills.
• Strong judgment and confidence handling escalated or complex customer situations.
• Demonstrated coaching and performance-management capabilities.
• Comfortable working with customer service metrics and operational data.
• Strong organizational skills with the ability to manage competing priorities in real time.
• Ability to make sound decisions independently and escalate appropriately.
• Demonstrated ownership, accountability, and follow-through.

Preferred Qualifications

• Experience in e-commerce, retail, or direct-to-consumer customer experience.
• Experience with Gorgias, Shopify, or comparable platforms.
• Experience supporting remote teams.
• Experience working in a rapidly growing or evolving organization.

Schedule Requirements

This role is intentionally designed to expand leadership coverage beyond a traditional Monday–Friday schedule. Regular weekend availability is required, with the final schedule determined based on business needs.

Benefits

• Health, dental & vision insurance (75% cost covered by PLG for team member)
• 401(k) with 4% company match
• Discounted pet insurance
• Holidays (including 1 floating holiday), vacation & sick time
• Store discount
• Dynamic & collaborative team environment

Company Description

We’ve come a long way since the garage days. Portland Leather Goods was founded in 2016 to solve a simple problem: Why was it so hard to find an affordable, full-grain leather bag that actually looked and felt great? We’ve grown fast by staying focused — on quality, on value, and on creating a brand people actually love to be part of. Now, we’re building something even bigger. And we’re doing it with people who love taking ownership, bringing energy, and making a real impact. If that’s you — we’d love to meet you.

At Portland Leather Goods, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applicants from all backgrounds to join our team.

Check us out at portlandleathergoods.com and on Instagram @portlandleather.