Supervisor, Customer Experience Consultant

Broad River Retail is seeking a Customer Experience Consultant Supervisor to join our Customer Experience Team in Fort Mill or Four Oaks. Reporting to the Customer Experience Consultant Manager, you will lead a group of Customer Experience Consultants (CXCs) and oversee their performance across call, email, chat, and text channels.

About the role

This position involves training, coaching, and supporting day-to-day employee relations. The CXC Supervisor will drive idea generation and implementation of CX initiatives to maximize efficiency, effectiveness, and overall Contact Center performance.

Responsibilities

• Provide training, mentorship, and guidance to CXC team members to ensure quality customer service for internal and external customers.
• Supervise teams’ daily activities to maintain high productivity, quality service, and compliance with company and departmental policies.
• Guide daily process improvement by performing root cause analysis to reduce or prevent escalations.
• Review service-level analytics and create action plans to support skill development.
• Recommend process improvements to the CX Management team and assist in implementing customer care programs.
• Evaluate interactions between CXCs and customers through monitoring, quality assurance checks, and developmental feedback, including Quality scores and actionable improvement plans.
• Conduct regular performance reviews, including weekly coaching and feedback sessions to maximize agents’ potential.
• Identify gaps across the customer experience group and develop ideas to bridge knowledge gaps with training materials.
• Maintain strong working knowledge of current Customer Care policies and procedures.
• Motivate team members, support hiring initiatives, performance management plans, corrective actions, and exit interviews.
• Serve as the second line of support for escalated customer issues requiring resolution beyond the CXC team.
• Perform backup duties for CXC team members during high-volume periods and support other Customer Experience Supervisors as needed.
• Work a varied schedule, including nights, weekends, and holidays, to provide coverage, coaching, and training.

Benefits

• Medical, dental, vision, and life insurance options.
• Paid time off and 401K matching contribution.
• Employee discount (40%) at BRR locations.
• Internal opportunities for career growth and advancement.

Pay

Salary range based on experience, knowledge, and skill.

About Broad River Retail

Broad River Retail is an organization of integrity, diversity, and culture dedicated to "Furnishing Life’s Best Memories." All employees are called "Memory Makers" because they create positive experiences for guests, families, coworkers, and communities. The company is the largest and fastest-growing Ashley Furniture licensee in the U.S. and has been named a Top Place to Work for two consecutive years.