Customer Experience Supervisor

Customer Experience Supervisor

bioLawn – Newport, MN Full-Time | Onsite

Mission

The Customer Experience Supervisor serves as the situational leader of bioLawn’s client experience team. This role ensures consistent, high-quality communication, supports advanced customer service, resolves escalated issues, and drives renewals, sales, and collections. This position is essential in guiding the CSR team, improving processes, and maintaining bioLawn’s commitment to exceptional service standards.

About the Role

bioLawn is seeking a confident, empathetic, and detail-oriented Customer Experience Supervisor to champion communication excellence and operational consistency across the Customer Experience team. You will support CSRs, handle complex customer concerns, manage escalations, and support the team in hitting performance goals throughout the season.

This role requires a balance of leadership, customer service expertise, and the ability to stay calm and organized in a fast-paced, high-volume environment.

Key Responsibilities

Customer Communication & Support

• Respond to customer inquiries via phone, text, and email with timeliness, accuracy, and empathy.
• Maintain a high standard of communication consistency.
• Ensure customer notes, service records, and account updates are accurately documented.

Escalation & Issue Management

• Take ownership of escalated or complex issues such as low NPS feedback, service disputes, or cancellation threats.
• Resolve problems confidently and professionally to protect client satisfaction and brand reputation.
• Reduce cancellation dollar amounts and support renewal outcomes above company targets.

Team Leadership & Development

• Serve as apoint of support for CSRs regarding questions, escalations, and complex cases.

• Lead coaching moments throughout the day and reinforce service standards.

• Situationally monitor team performance and support team members in reaching productivity, availability, and quality goals.

Sales, Renewals & Collections

• Contact new leads, add additional services, and influence renewals through relationship-building.
• Maintain awareness of sales opportunities and encourage service upgrades.
• Oversee collections processes including installment plans, check payments, and prepay balance accuracy.

Operational Accuracy & System Proficiency

• Expertly navigate bioLawn’s CRM and service platforms
• Maintain accurate database records
• Support subcontractor communication to ensure services are completed and customers are satisfied.

Skills & Attributes Needed

• Excellent written and verbal communication skills

• Strong customer service intuition with a calm, empathetic presence

• Ability to confidently resolve escalations

• Organized and able to juggle multiple priorities

• Collaborative leadership style

• High attention to detail and accurate documentation habits

• Strong understanding of lawn care programs (or willingness to learn deeply)

• Sales awareness and ability to influence customer decisions

• Comfort with CRM platforms and digital workflow tools

Compensation & Benefits

• Competitive hourly wage based on experience

• Quarterly and annual bonus potential tied to KPIs and team success

• Paid time off

• Retirement plan with company match

• Ongoing training and development opportunities

• A strong, supportive team environment

Why Join bioLawn?

At bioLawn, we take pride in delivering top-tier lawn care supported by unmatched customer communication, service reliability, and an energized team culture. We’re a mission-driven, fast-growing company. Recognized as a Top 5000 Fastest-Growing Company by Inc. Magazine, consistently voted a Neighborhood Fave on Nextdoor, and proudly holding a 4.8-star Google rating thanks to thousands of satisfied clients.

Our team is built on professionalism, growth, and a shared commitment to making every client interaction exceptional. If you thrive in a fast-moving environment where your decisions directly impact customer experience and operational success, you’ll feel right at home here. We invest in training, development, and internal advancement because when our team grows, our company grows.

Join a company that’s not just improving lawns, we’re elevating the entire service experience. If you’re motivated, service-minded, and excited to contribute to a winning team, this is the place for you.

How to Apply

We’d love to learn more about you! Please apply through really with your resume and a short note sharing why this Customer Experience Supervisor role interests you and how your background connects to leading customer communication, handling escalations, or supporting team development. Don’t forget to include your references so we can get to know your work even better.

Pay: $26.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Paid time off

Work Location: In person

Salary : $26 - $28