Department:
Customer Experience
Position:
Customer Experience Supervisor
Location:
Customer Experience Supervisor
About SimpliSafe
We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.
We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Why are we hiring?
Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You’ll Do
SimpliSafe is seeking Supervisors who are passionate about our people, our products, and our processes. You will be responsible for managing productivity, performance metrics, efficiency, and the customer experience for a team of contact center agents. The ideal candidate must be resilient, willing to take strategic risks, and seek continuous learning! If you are a strong leader who enjoys coaching a team, setting expectations to drive success, and building meaningful working relationships- this is the career for you!
Primary Responsibilities Include
- Establish team initiatives that support SimpliSafe’s mission and goals
- Monitor employee productivity and provide constructive feedback and coaching
- Build positive working relationships with team members and cross-departmental partners
- Take escalated calls to ensure exception customer satisfaction
- Uphold standards and expectations through SimpliSafe processes
- Prepare and submit performance reviews
- Communicate information from management to employees and ensure team member obstacles are elevated
- Foster your employees in personal development and career progression
What You’ll Bring
- 2+ years of proven performance/leadership success in a Contact Center role
- Good understanding of management practices & techniques
- Excellent leadership & interpersonal skills
- Outstanding written & verbal communication skills
Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.
What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.