Customer Experience Supervisor

Job Overview

As the Customer 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.

Company Overview

SKIMS is a private brand creating the next generation of underwear, loungewear, and shapewear, setting new standards by providing solutions for every body.

Quick Details

• Salary Range: $27.00 – $31.00 / hour
• Job Type: Full-time
• Experience: 3+ years of supervisory or management experience
• Qualifications: Other

Key Responsibilities

• Oversee and manage the performance of the outsourced customer service team, ensuring alignment with SKIMS’ customer experience standards.
• 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.
• Track and analyze KPIs such as response time, resolution time, and customer satisfaction (CSAT), implementing strategies for continuous improvement.

Requirements

• 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

Benefits

• Up to 100% Company Paid Healthcare (medical, dental, vision)
• Kind Body Fertility Benefits
• 401(k) savings plan with up to 4% match