Customer Experience Supervisor

About the Role

This is a hands-on frontline leadership position for someone who knows how to run the floor, coach people, solve problems, and hold a high standard. You will lead an assigned team of Customer Experience Representatives, keeping daily operations on track while developing your team and stepping into complex customer situations when needed.

• Lead daily CX operations, including team huddles, staffing, queue management, coverage, and backlog control.
• Coach and develop team members using quality results, performance metrics, customer interactions, and observable behaviors.
• Set clear expectations and address attendance, reliability, adherence, and performance issues consistently.
• Serve as the first leadership escalation point for complex customer and agent situations.
• Ensure the team consistently follows approved SOPs, workflows, documentation standards, and escalation processes.
• Support onboarding, training, cross-training, and readiness of new team members.
• Identify recurring customer or operational issues and work across teams to solve them.
• Jump into customer interactions when needed during escalations, peak periods, or coaching situations.
• Track team performance and communicate key trends, risks, and opportunities to CX leadership.

What Success Looks Like

You create a team that knows what is expected, understands how it is performing, and gets the coaching and support needed to improve. Customer queues stay under control. Problems are identified before they become emergencies. Performance and accountability are managed consistently. And customers receive thoughtful, accurate resolutions that strengthen their trust in Good Ranchers.

Requirements

• 3+ years of customer service, customer experience, or contact center experience.
• 1+ year of leadership, coaching, team lead, or subject-matter-expert experience.
• Experience working with performance metrics, quality results, queue data, or scorecards.
• Strong written and verbal communication skills.
• Ability to give clear, direct, and respectful feedback.
• Strong judgment and the ability to remain calm during escalations.
• High school diploma or equivalent.
• Ability to work on-site in Friendswood, Texas.

Bonus: Experience in DTC e-commerce, subscription businesses, Shopify, Kustomer, Dialpad, workforce-management or quality platforms, omnichannel customer support, onboarding, or quality calibration.

Schedule

Full-time; Tuesday-Friday operating hours are 8:00 a.m.-6:00 p.m. and Saturday operating hours are 8:00 a.m.-4:00 p.m. Assigned schedule is based on business needs.

Pay

$60,000-$70,000

Benefits

• Medical, dental, and vision coverage
• 401(k) with employer match
• Paid time off
• Gym membership
• Monthly Good Ranchers product box