The Role
Lead and coach the Customer Experience team across phone, email, chat, social and digital channels. Manage daily operations, performance metrics, QA coaching, workforce planning, escalations, and compliance. Partner cross-functionally to resolve recurring customer pain points, support onboarding and training, and implement new technology and self-service capabilities to improve customer outcomes and operational efficiency.
Summary Generated by Built In
At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage.
The Customer Experience Supervisor is responsible for leading the daily operations of the
Customer Experience team while ensuring exceptional service delivery across phone, email, chat, social media, and emerging digital channels. This role provides direct leadership, coaching, and development for Customer Experience Specialists while driving operational performance, customer satisfaction, employee engagement, and continuous improvement.
The Customer Experience Supervisor partners closely with the Sr. Director, Consumer & Customer Service, Department Training Manager, Principal, Customer Experience Management, Workforce Management, Quality, Medical Affairs, Sales, Marketing, IT, and other business partners to deliver a seamless customer experience aligned with company objectives.
This leader is responsible for fostering a culture of accountability, continuous learning, operational excellence, innovation, and customer advocacy while supporting the organization's transformation from Customer Service to Customer Experience.
The Customer Experience Supervisor is responsible for leading the daily operations of the
Customer Experience team while ensuring exceptional service delivery across phone, email, chat, social media, and emerging digital channels. This role provides direct leadership, coaching, and development for Customer Experience Specialists while driving operational performance, customer satisfaction, employee engagement, and continuous improvement.
The Customer Experience Supervisor partners closely with the Sr. Director, Consumer & Customer Service, Department Training Manager, Principal, Customer Experience Management, Workforce Management, Quality, Medical Affairs, Sales, Marketing, IT, and other business partners to deliver a seamless customer experience aligned with company objectives.
This leader is responsible for fostering a culture of accountability, continuous learning, operational excellence, innovation, and customer advocacy while supporting the organization's transformation from Customer Service to Customer Experience.
RESPONSIBILITIES
- Provides direct leadership, coaching, development, and performance management for Customer Experience Specialists.
- Conducts regular one-on-one coaching sessions, performance discussions, and career development planning.
- Monitors daily operational performance and ensures achievement of established service level objectives.
- Oversees customer interactions across phone, email, chat, and digital engagement channels.
- Reviews quality assurance evaluations and provides ongoing coaching to improve customer interactions.
- Partners with the Department Training Manager to support onboarding, cross-training, continuing education, and knowledge management.
- • Supports workforce planning activities including scheduling, staffing recommendations, queue management, and resource allocation.
- Utilizes operational reporting and analytics to identify trends, performance gaps, and continuous improvement opportunities.
- Identifies recurring customer pain points and partners cross-functionally to improve processes and customer outcomes.
- Serves as the primary escalation point for complex customer situations requiring leadership intervention.
- Ensures compliance with company policies, SOPs, cGMP requirements, PCI requirements, adverse event reporting, counterfeit reporting, customer privacy standards, and regulatory requirements.
- Supports implementation of new technology, AI tools, self-service capabilities, and customer experience initiatives.
WHAT YOU NEED
- Bachelor's Degree preferred.
- Minimum of five years of Customer Service or Customer Experience.
- Minimum of two years of supervisory or leadership experience preferred.
- Experience leading customer support operations across multiple communication channels.
- Experience with CRM platforms, preferably Salesforce Service Cloud.
- Experience utilizing customer experience metrics to improve operational performance.
Proficient in:
- Salesforce Service Cloud
- Microsoft Office Suite
- Workforce Management platforms
- Knowledge Management systems
- AI-enabled customer support technologies
- Customer reporting and analytics platforms
WHAT WE OFFER
- Competitive compensation
- 100% company-paid medical, dental, and vision insurance coverage for employees
- Company-paid short- and long-term disability insurance
- Company- paid life insurance
- 401k plan with employer matching contributions up to 4%
- Gym membership reimbursement
- Monthly allowance of Thorne supplements
- Paid time off, volunteer time off and holiday leave
- Training, professional development, and career growth opportunities
About
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
Skills Required
- Bachelor's Degree
- Minimum of five years of Customer Service or Customer Experience
- Minimum of two years of supervisory or leadership experience
- Experience leading customer support operations across multiple communication channels
- Experience with CRM platforms
- Salesforce Service Cloud
- Experience utilizing customer experience metrics to improve operational performance
- Proficient in Microsoft Office Suite
- Proficient in Workforce Management platforms
- Proficient in Knowledge Management systems
- Proficient in AI-enabled customer support technologies
- Proficient in Customer reporting and analytics platforms
- Knowledge of compliance requirements including cGMP, PCI, adverse event and counterfeit reporting, and customer privacy standards
Am I A Good Fit?
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The Company
What We Do
We’re a team of dreamers, scientists, doctors, and health enthusiasts – all working toward the same goal – helping every individual discover and achieve their best possible health. We do it by creating innovative health solutions and by owning every process, from R&D to product delivery and customer service. We intend to defy expectations of good health through home testing technology, dietary and lifestyle education, and superior nutritional products.
