Customer Experience Supervisor

SKIMS is a solutions-oriented brand creating the next-generation of underwear, loungewear, and shapewear.

We set new standards with our game-changing product and are a driving force within pop-culture.

Job Summary

As theCustomer Experience Supervisor, you will lead our frontline customer service team, with a focus on managing and optimizing the performance of our outsourced BPO partner and US based, distributed agents. You will play a critical role in developing strategies, monitoring KPIs, and ensuring seamless collaboration between in-house and outsourced teams. This position requires a leader who thrives in fast-paced environments, excels in operational management, and is passionate about delivering outstanding customer experiences and driving KPIs such as CSAT, Speed of Answer, and Resolution rates.

Key Responsibilities:

Team Leadership:Oversee and manage the performance of the outsourced customer service team, ensuring alignment with SKIMS' customer experience standards. Is responsible for team Development and Management of all Service Delivery Leads. Responsible for developing the leads, guiding them with their team management to meet all KPI expectations.

BPO Management:Serve as the primary liaison between SKIMS and the BPO partner, fostering a strong partnership, addressing escalations, and ensuring service-level agreements (SLAs) are met or exceeded.

Performance Monitoring:Track and analyze KPIs such as response time, resolution time, and customer satisfaction (CSAT), implementing strategies for continuous improvement.

Process Optimization:Collaborate with cross-functional teams to identify and implement improvements in workflows, tools, and training programs for both in-house and outsourced teams.

Quality Assurance:Develop, collaborate on, and maintain quality assurance processes to ensure consistency and excellence across all customer interactions.

Reporting:Provide regular updates to leadership on team performance, customer insights, and opportunities for innovation.

Scalability:Develop strategies to scale support operations during peak seasons or promotional events, ensuring the team is equipped to handle increased demand.

Key Skills & Required Experience

·      Requires a hybrid schedule: 4 days a week in LA office

·      3+ years of supervisory or management experience within in a customer service environment

·      Experience managing or leading a BPO team preferred

·      Understanding and demonstrating Company values

·      Problem solver with strong organizational and follow-up skills.

·      Excellent communication skills. You must be able to display the highest levels of accuracy (spelling, grammar, punctuation, and pronunciation) in both written and spoken communication.

·      Can navigate/build web-based systems and programs

·      Has a Can-Do, flexible, positive attitude and is a team player

·      Works well in a group setting.

·      Is proficient with giving and receiving feedback.

·      Self-motivated, proactive and enthusiastic.

·      Passion for sales and customer experience.