Customer Experience Supervisor - Vancouver - Fed

    Fed
    Fed Vancouver

    3 days ago

    Description

    About us:

    We are seeking a passionate and driven Customer Experience Supervisor to lead and elevate our member experience across all touchpoints.

    The Customer Experience Supervisor will play a key role in shaping how our members interact with Fed, collaborating cross-functionally to deliver consistent, high-quality service while supporting operational excellence.

    What Makes Us Different:

    • Opportunities for professional development and career growth
    • A dynamic, collaborative, and mission-driven work environment

    Key Responsibilities:

    • Develop and execute customer experience strategies aligned with company goals and values
    • Analyze customer feedback, performance data, and trends to identify opportunities for improvement and innovation
    • Lead initiatives that enhance customer satisfaction, retention, and loyalty
    • Partner with internal teams to ensure a seamless and consistent customer experience across all channels
    • Hire, train, coach, and mentor customer service representatives and dispatchers
    • Create and manage team schedules to ensure optimal coverage and efficiency
    • Establish, track, and report on key customer experience KPIs
    • Manage customer escalations and resolve issues promptly with a balanced, customer-first approach
    • Monitor dispatch operations and ensure issues are addressed quickly and effectively
    • Stay informed on industry trends and competitor offerings to continuously improve service delivery

    Qualifications:

    • Bachelor's degree in Business, Marketing, or a related field
    • 3+ years of experience in customer experience, customer service, or a related role
    • 2+ years of experience managing and developing team members
    • Strong analytical skills with experience interpreting customer data and feedback
    • Excellent communication and interpersonal skills with a customer-centric mindset
    • Familiarity with customer experience tools and platforms (e.g., CRM systems, survey tools)
    • Strategic thinker with the ability to implement innovative, practical solutions

    If you are passionate about customer experience, sustainability, and delivering meaningful impact through your work, we would love to hear from you.

    Annual base salary for this role is $50,000-$56,000, dependant on experience.

    Thank you to all applicants; only those selected for an interview will be contacted.


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