**Customer Experience Supervisor**
The Customer Experience Supervisor (CES) is responsible for managing the Customer Experience Representative (CER) team, assigning tasks, measuring performance, and implementing initiatives to achieve key performance indicators (KPIs) while ensuring a high level of customer service.
The CES collaborates with the Customer Experience Manager to design and deploy training plans, improve team efficiency, and support process automation.
**Key Responsibilities**:
- Assign and oversee CER tasks, including customer complaints and purchase order cases.
- Calculate, update, and communicate KPIs to the team.
- Handle Level 1 customer experience escalations, ensuring customer satisfaction and adherence to company procedures.
- Conduct performance evaluations and one-on-one meetings.
- Design and implement training plans and lead continuous improvement efforts.
- Collaborate with other departments (e.g., planning, production, procurement).
- Maintain and update process documentation for the CER team.
- Act as a customer advocate within the organization.
**Qualifications**:
- Passion for customer experience excellence.




- Proven experience in a customer service supervisor role (5-10 years).
- Ability to work under pressure and strong attention to detail.
- Basic knowledge of electrical power and strong problem-solving skills.
- Bilingual (Spanish and English).
- Excellent organization, communication, and time management skills.
- Proficiency in computer skills (MS Outlook, MS Teams, MS Word, system directories).
- Alignment with company goals and values.
This role requires a proactive leader with strong organizational skills and a focus on continuous improvement and customer satisfaction.
Tipo de puesto: Tiempo completo
Sueldo: $35,****** - $50,****** al mes
Ventajas:
- Seguro de gastos médicos mayores
- Vales de despensa
Pago complementario:
- Bono de permanencia
Tipo de jornada:
- Turno de 8 horas
Escolaridad:
- Licenciatura terminada (Deseable)
Experiência:
- Customer Service: 5 años (Deseable)
- Rol de Supervisor: 3 años (Deseable)
Idioma:
- Inglés Avanzado (Deseable)
Lugar de trabajo: Empleo remoto

📌 Customer Experience Supervisor (Guadalajara)
🏢 Sparrow Search
📍 Guadalajara