CX Supervisor

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $26 - $29 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Portland Leather Goods

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

👗 Fashion

🛒 Retail

eCommerce • Fashion • Retail

Portland Leather Goods is a direct-to-consumer leather goods brand and retailer offering a wide range of leather bags, wallets, small accessories and care products in many colors and styles. The company operates an online storefront with a mobile app, runs promotions and a rewards program, and also maintains retail locations. Their product mix emphasizes fashion-forward, everyday leather carry goods sold primarily to individual consumers.

📋 Description

• Own day-to-day Customer Experience execution during assigned coverage • Provide real-time leadership, direction, and decision-making for Customer Experience team members • Monitor customer volume, backlog, response times, resolution times, productivity, and other operational indicators • Adjust priorities and workload distribution based on volume, business needs, and customer impact • Serve as the primary escalation point for complex, sensitive, or high-impact customer situations • Partner with Customer Experience leadership and Training/Quality to identify performance trends, coaching opportunities, and knowledge gaps • Identify recurring customer issues and elevate trends indicating broader product, fulfillment, policy, or operational concerns • Translate business updates, launches, promotions, operational disruptions, and policy changes into clear direction for the CX team • Provide leadership handoffs and visibility into unresolved issues, emerging risks, and customer-impacting trends • Support peak periods, major launches, promotional events, and increased business demand

🎯 Requirements

• 3+ years of experience in Customer Experience, Customer Service, or a related field • Previous experience in a Team Lead, Supervisor, Senior Agent, or similar leadership role • Demonstrated experience leading in a high-volume customer service environment • Strong written and verbal communication skills • Strong judgment and confidence handling escalated or complex customer situations • Demonstrated coaching and performance-management capabilities • Comfortable working with customer service metrics and operational data • Strong organizational skills with the ability to manage competing priorities in real time • Ability to make sound decisions independently and escalate appropriately • Demonstrated ownership, accountability, and follow-through • Regular weekend availability is required

🏖️ Benefits

• Health, dental & vision insurance (75% cost covered by PLG for team member) • 401(k) with 4% company match • Discounted pet insurance • Holidays (including 1 floating holiday), vacation & sick time • Store discount • Dynamic & collaborative team environment