Customer Experience Supervisor

About Kalkomey

Kalkomey Enterprises is the trusted guide to outdoor success. Every year, millions of people rely on our platform to gain the knowledge and confidence needed to safely explore the outdoors.

Since 1995, Kalkomey has partnered with government agencies across North America to deliver the education that powers responsible outdoor recreation. Our courses and technology platforms support certification programs used by wildlife, parks, and boating agencies while helping outdoor enthusiasts develop the skills needed to safely enjoy activities like hunting, fishing, boating, and snowmobiling.

Today, Kalkomey offers more than 360 online learning experiences supported by integrated web and mobile applications. Together, these solutions help make outdoor recreation more accessible, responsible, and safe for generations to come.

We believe education builds confidence, and confidence opens the door to the outdoors.

About this opportunity

The CX Supervisor is responsible for the direct leadership and day-to-day management of a team of Customer Experience Agents. Operating at the same organizational level as the QA Trainer but with a distinct team management focus, this role oversees hiring, onboarding, coaching, performance management, and escalation handling for the CX team. The CX Supervisor is accountable for ensuring that frontline agents deliver consistent, high-quality customer support in line with established service standards, and that the team operates as a cohesive, well-directed unit. Beyond team management, the CX Supervisor monitors service performance data, manages escalated customer issues, and works with the CX Manager and cross-functional stakeholders to implement process and quality improvements that strengthen the customer experience.

You must reside in one of these US states: AR, AZ, CO, FL, GA, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI, or one of these provinces in Canada: Ontario 

What you'll do:

Team Management & Development

• Hire, onboard, and develop Customer Experience Agents, ensuring new team members are equipped with the knowledge and tools required to perform effectively.

• Conduct regular one-on-ones and team check-ins to maintain alignment on priorities, performance expectations, and individual development goals.

• Provide ongoing coaching and specific, actionable feedback to agents, reinforcing strong performance and addressing gaps in a constructive and timely manner.

• Conduct formal performance reviews, maintaining accurate documentation of performance discussions, agreed actions, and outcomes.

• Identify high-potential agents and support their development, creating advancement pathways where appropriate in collaboration with the CX Manager.

• Foster a team culture that is customer-focused, accountable, and collaborative, modelling the behaviors expected of direct reports.

Escalation & Customer Interaction Management

• Oversee the resolution of escalated customer complaints and complex inquiries referred from CX agents, taking direct ownership of cases that require supervisory judgment.

• Monitor customer interactions across channels — including phone, email, and chat — to ensure responses are timely, accurate, and consistent with service standards.

• Serve as an available point of contact for agents handling difficult or ambiguous situations, providing real-time guidance to support sound decision-making.

• Ensure escalations are resolved fully, and that follow-through is completed; review resolved escalations with the originating agent to reinforce learning.

Quality Assurance

• Monitor customer service interactions on an ongoing basis to assess quality, identify coaching opportunities, and ensure compliance with company policies and service standards.

• Conduct regular interaction audits and quality reviews across the Tier 1 team, maintaining a structured record of findings.

• Coordinate with the QA Trainer on quality standards, audit frameworks, and improvement priorities, ensuring alignment between training content and operational expectations.

• Address quality issues promptly, distinguishing between individual performance gaps requiring coaching and systemic issues requiring process or policy intervention.

Performance Monitoring & Reporting

• Track and monitor team KPIs including response time, first-contact resolution (FCR), customer satisfaction (CSAT), and handle time.

• Analyze performance trends at team and individual level, identifying risks and improvement opportunities and bringing these to the CX Manager with supporting data.

• Prepare and deliver regular performance reports for the CX Manager, providing a clear and accurate view of team health and service delivery quality.

• Maintain accurate records of team activity, coaching interactions, and performance management actions.

Process Improvement & Customer Experience

• Analyze customer feedback and interaction data to identify recurring issues, service gaps, and process improvement opportunities within the CX operation.

• Develop and implement targeted improvements to CX workflows, escalation processes, and service delivery practices, in collaboration with the CX Manager.

• Communicate relevant process changes, policy updates, and product information to the CX team in a timely and clear manner.

• Contribute to cross-functional initiatives that affect the customer experience, representing the CX team's perspective and surfacing frontline insights to relevant stakeholders.

What you'll need:

Required

• One to two years of experience at an inbound call center in a supervisor position.
• Experience coaching and giving performance feedback to frontline agents, including documenting performance conversations and following through on improvement plans.
• Experience handling escalated customer issues across phone, email, and chat, with sound judgment on when to resolve and when to escalate.
• Working knowledge of contact center KPIs (CSAT, FCR, response time, handle time) and the ability to pull insights from them, not just report them.
• Experience conducting QA audits or interaction reviews and turning findings into coaching.
• Comfort with a helpdesk or contact center platform (Gladly, Zendesk, or similar) and with reporting.
• Strong written and verbal communication, including the ability to deliver direct feedback constructively.
• Availability to work evenings, weekends, and some holidays.

Preferred

• Experience participating in hiring and onboarding new agents.
• Experience identifying high-potential agents and supporting their growth.
• Exposure to AI-assisted support, deflection, or automation tools.
• Experience in a SaaS, government, or education-adjacent environment.

Competencies

• People Leadership – Manages and develops a team of CX agents with clarity, consistency, and genuine investment in individual growth. Sets clear expectations, follows through on commitments, and creates an environment where agents are motivated to perform well.
• Coaching & Performance Management – Delivers targeted, evidence-based coaching that builds lasting capability in direct reports. Manages performance issues with fairness and directness, and maintains the documentation and follow-through required to support improvement over time.
• Escalation Judgement – Handles escalated customer issues and team-level challenges with sound judgment and composure. Distinguishes between issues that can be resolved at supervisor level and those requiring escalation to the CX Manager, and provides complete context in either case.
• Quality Orientation – Maintains a consistent focus on the quality of customer interactions across the team. Reviews interactions with a critical eye, distinguishes patterns from isolated incidents, and works with the QA Trainer to ensure standards are enforced and continuously improved.
• Data-Informed Decision Making – Uses performance data, interaction quality metrics, and customer feedback to identify trends and inform decisions. Brings evidence to performance conversations, process improvement proposals, and reporting to the CX Manager.
• Cross-Functional Collaboration – Works effectively with the QA Trainer, CX Manager, and cross-functional stakeholders to align on service standards, process improvements, and customer experience priorities. Represents the Tier 1 team's perspective accurately and constructively in broader organizational discussions.
• Reliability & Ownership – Takes responsibility for assigned projects through to resolution. Follows through on commitments to customers and colleagues, and maintains consistent attendance and output in a team-dependent environment, including weekends and some holidays.

What we offer:

In addition to a competitive salary and annual bonus, we offer these great benefits:

• We are a fully distributed company – unless specifically indicated in the job description, this is a work from home position 
• Employer matched 401(k)   
• Medical/Dental/Vision insurance with generous employer contributions (including HSA)   
• Maternity and Paternity leave and benefits   
• Three weeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule   
• Annual wellness allowance, as well as a paid mental health day once a year for when you need it   
• Automatic WFH contribution to each paycheck   
• Employee Assistance Program (EAP)   

Kalkomey is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Kalkomey is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email pops@kalkomey.com