FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
CX Supervisor
Portland Leather Goods. Own day-to-day Customer Experience execution during assigned coverage .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and decision-making capabilities in high-volume customer service environments, with a focus on performance management, operational metrics, and effective communication. Proven ability to manage competing priorities and escalate complex customer situations appropriately.
Highest-signal resume keywords
Customer Experience LeadershipHigh-Volume Customer Service ManagementCoaching and Performance ManagementOperational Metrics AnalysisEffective Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service MetricsOperational Data AnalysisPerformance ManagementEscalation HandlingWorkload Distribution
Soft Skills
Strong JudgmentOrganizational SkillsDecision-MakingAccountabilityFollow-Through
Industry Keywords
Customer ExperienceCustomer ServiceTeam LeadSupervisorSenior Agent
About the role
Key responsibilities & impact- Own day-to-day Customer Experience execution during assigned coverage
- 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
- 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
- Partner with Customer Experience leadership and Training/Quality to identify performance trends, coaching opportunities, and knowledge gaps
- Identify recurring customer issues and elevate trends indicating broader product, fulfillment, policy, or operational concerns
- Translate business updates, launches, promotions, operational disruptions, and policy changes into clear direction for the CX team
- Provide leadership handoffs and visibility into unresolved issues, emerging risks, and customer-impacting trends
- Support peak periods, major launches, promotional events, and increased business demand
Requirements
What you’ll need- 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
- Regular weekend availability is required
Benefits
Comp & perks- 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