Customer Experience Supervisor

About Us:

Born from Loloi Rugs – an industry leader that has been trusted by thousands of the world’s top designers and retail stores – Joon Loloi is an e-commerce retail destination delivering an insider's perspective on home furnishings. Our online selection of furniture, rugs, lighting, and décor is a combination of exclusive in-house design, signature trademarks, and expertly curated pieces for every room and everyone.

Security Advisory: Beware of Frauds

Protect yourself from potential fraud and verify the authenticity of any job offer you receive from Loloi. Rest assured that we never request payment or demand any sensitive personal information, such as bank details or social security numbers, at any stage of the recruiting process. To ensure genuine communication, our recruiters will solely reach out to applicants using an @loloirugs.com email address. Your security is of paramount importance to us at Loloi, and we are committed to maintaining a safe and trustworthy hiring experience for all candidates.

Joon Loloi is seeking an experienced and highly motivated Customer Experience Supervisor to join our growing team. This role is responsible for owning the day-to-day performance, development, and engagement of a team of CX specialists, ensuring every customer interaction reflects the quality and care of our brand.

As a leader within the Customer Experience team, you will balance hands-on support with strategic oversight, coaching and developing your team, managing escalations with confidence, and identifying opportunities to improve processes as we scale. You will play a key role in shaping both the customer journey and the internal team experience.

This position is based on-site Monday-Friday at our Dallas, TX headquarters.

Key Responsibilities

People Leadership

• Lead, coach, and develop a team of CX agents
• Conduct regular 1:1s, performance reviews, and career development conversations
• Manage attendance, scheduling, and adherence to ensure consistent coverage
• Foster a high-performance, accountable, and supportive team environment

Coaching & Development

• Create and execute individualized development plans for team members
• Identify skill gaps and deliver targeted coaching and training
• Support onboarding and ramping of new hires
• Maintain and evolve training materials and resources

Escalation Management

• Own complex or high-impact customer interactions with professionalism and care
• Make thoughtful decisions and exceptions within defined authority
• Exercise sound judgment to resolve issues in alignment with brand standards
• Track and analyze escalation trends to inform improvements

Performance & Metrics

• Monitor real-time queue activity and team performance
• Own and drive team KPIs (CSAT, SLA, AHT, FCR)
• Develop and execute action plans when performance targets are not met
• Provide clear, consistent reporting and insights to leadership

Quality Assurance

• Review omnichannel interactions (calls, chat, SMS, email) for quality assurance
• Deliver structured feedback and coaching based on QA results
• Share monthly performance insights with agents to support continuous improvement

Operational Excellence

• Step in to support the queue during high volume or staffing gaps
• Identify and implement opportunities to improve processes, tools, and workflows
• Partner with leadership to optimize CX operations as the business grows
• Collaborate cross-functionally with Operations, Product, and Logistics to resolve recurring issues
• Maintain internal and customer-facing knowledge base content

Culture & Team Engagement

• Lead team huddles, meetings, and ongoing communication
• Recognize performance and celebrate team wins
• Foster an environment of trust, accountability, and continuous growth
• Create a culture where team members feel supported, challenged, and empowered

Success in This Role Looks Like

• Consistently meeting or exceeding team performance goals
• Measurable improvement in agent performance and reduction in escalations
• High team engagement and strong retention
• Clear, actionable insights that drive business decisions
• Ongoing enhancements to the customer experience and internal operations

Qualifications

Required

• 3 years of call center experience, including at least 2 years in a leadership role
• Experience supporting customers across phone, email, and chat channels
• Proficiency with CRM platforms
• Strong analytical skills, including experience working with performance metrics
• Excellent written and verbal communication skills
• Proven ability to coach, develop, and hold team members accountable
• Strong conflict resolution and de-escalation skills
• Ability to remain composed in a fast-paced, high-volume environment
• High level of empathy, professionalism, and attention to detail
• Solid understanding of contact center KPIs (AHT, CSAT, FCR, SLA)

Preferred

• Experience with workforce management concepts (scheduling, adherence)
• Familiarity with QA processes and performance scoring
• Experience with HubSpot CRM, Service Hub, or Aircall
• Background in luxury goods, home décor, or design-focused brands
• Exposure to user acceptance testing (UAT) processes
• Experience with reporting tools such as Tableau

What We Offer

• Comprehensive health, dental, and vision benefits
• 401(k) with employer match
• Paid parental leave
• A culture that fosters ongoing growth opportunities
• A stable, growing family-owned company that looks after its employees

Loloi Rugs/Joon Loloi does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.