Customer Experience Supervisor

About Us: At Dr. Killigan's, we believe in a safer, more holistic approach to pest management. By Killing Them Softly, we prioritize well-being, ensuring a home environment that is not only pest-free but also free from harmful chemicals. Join us in our pursuit to redefine pest control, offering plant-powered solutions that empower individuals and families to reclaim their living spaces without compromising on safety or peace of mind. If you're passionate about making a positive impact on homes and the environment, Dr. Killigan's, Inc. welcomes you to be a part of our dedicated team.

Employee Job Title: Customer Experience Supervisor

Location: Remote

Hours: Full-Time, M-F between 8:00 a.m. – 4:30 p.m. PST

Reports to: Marketing Manager

Compensation: $22/hr - $24/hr

Job Description: We are seeking a Customer Experience Supervisor to lead and support our remote customer service team. In this role, you will ensure our representatives consistently deliver thoughtful, high-quality service that prioritizes customer connection, not just closed ticket times. You’ll assist in driving day-to-day team operations, provide training and mentorship, and help resolve escalated customer issues with care and clarity. You’ll also collaborate across departments to identify trends, improve customer touchpoints, and champion our mission of delivering safe and effective pest solutions.

Responsibilities

• Lead daily team operations, ensuring customer service representatives maintain productivity, accuracy, and brand-aligned communication across all platforms
• Train, mentor, and support new and existing Customer Experience Representatives, reinforcing best practices, tone, and tools usage while nurturing a culture of ongoing learning
• Act as the first point of escalation for complex or sensitive customer issues, providing thoughtful resolutions and guiding the team through similar situations
• Review and analyze customer interactions and trends to identify recurring issues, recommend improvements, and collaborate with cross-functional teams to enhance the overall customer journey
• Track and report on key metrics and trends, including ticket volume, response time, customer satisfaction, and recurring issues, sharing insights to inform business decisions
• Support leadership in identifying and implementing process improvements, maintaining team morale, and fostering a culture
• Ensure timely, high-quality communication across all customer support platforms, including:
• Gorgias (CRM) – Manage tickets and workflows
• Shopify, Amazon Seller Central, Walmart Seller Center – Order issues, messages, reviews
• ShipBob – Shipping, replacements, and returns
• Facebook & Instagram – Customer engagement and reputation management
• Monday.com – Track tasks, reporting, and department projects
• Slack & Google Workspace – Internal communication, Scheduling and SOPs
• Collaborate with leadership and internal teams to relay customer feedback, support product development, and align service efforts with business goals
• Supervise team schedules, coverage, and workload balancing across shifts and channels to ensure efficient operations
• Help maintain documentation, SOPs, and internal knowledge bases to ensure consistency and transparency within the department