Customer Experience Supervisor

The Customer Experience Supervisor is responsible for overseeing daily customer service operations across the company’s online and offline retail channels. The role leads the Customer Experience team in handling customer inquiries, messages, complaints, and concerns across e-commerce platforms, social media, and messaging channels.

The Supervisor also coordinates with boutique stores to ensure timely resolution of customer concerns, monitors service quality and team performance, and supports the implementation of customer service standards, training, and process improvements to provide a consistent and seamless customer experience.

Key Responsibilities:

• Supervise and lead a team of 3–4 Customer Experience Associates and oversee daily customer service operations.
• Manage customer inquiries, comments, complaints, and concerns received through e-commerce platforms, social media, Messenger, Viber, and other communication channels.
• Handle complex and escalated concerns and ensure proper documentation, endorsement, follow-up, and timely resolution.
• Monitor team performance and service quality, including response time, resolution time, productivity, and adherence to customer service standards.
• Conduct team huddles, coaching, and performance discussions and identify training and development needs.
• Coordinate with offline boutique stores regarding customer concerns involving online and offline transactions.
• Ensure proper communication and follow-through between the Customer Experience team, Ecommerce, Customer Service, and store teams.
• Monitor recurring customer issues and customer feedback and recommend practical improvements to service processes.
• Support the implementation of customer service SOPs, guidelines, response templates, FAQs, and escalation procedures.
• Assist in customer experience training for store personnel, particularly in customer engagement, complaint handling, and service recovery.
• Prepare regular reports on customer concerns, team performance, service issues, and improvement opportunities.
• Ensure a consistent, professional, and customer-focused experience across all online and offline customer touchpoints.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, Retail Management, or a related field is preferred.
• At least 1–2 years of experience as a Customer Service Team Lead, Assistant Supervisor, Supervisor, or in a similar leadership role.

Alternatively:

• 2–3 years of relevant Customer Service Representative experience with demonstrated leadership, coaching, escalation handling, or process improvement experience.
• Technical & Functional Competencies
• Experience handling customer inquiries and concerns through social media, messaging applications, and e-commerce platforms.
• Good understanding of customer service principles, complaint handling, and service recovery.
• Ability to monitor team performance, manage workloads, and provide constructive feedback.
• Strong communication, interpersonal, problem-solving, and conflict-resolution skills.
• Proficient in Microsoft Office or Google Workspace.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.

Preferred Qualifications

• Experience in fashion retail, footwear, apparel, or lifestyle brands is an advantage.
• Experience supporting both e-commerce and physical retail operations.
• Familiarity with Shopee, Lazada, TikTok Shop, Shopify, Messenger, and Viber.
• Experience using CRM systems, ticketing platforms, or customer service tools.
• Experience in customer service training, service quality monitoring, or process improvement initiatives.

Behavioral Competencies

• Customer-focused and service-oriented
• Strong sense of ownership and accountability
• Proactive and solution-oriented
• Effective team leadership and coaching
• Adaptable and capable of managing multiple priorities
• Collaborative and comfortable coordinating with different departments