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3 Mar 2023

Full-Time Customer Experience Lead Rep Supervisor

Gabriel.Castellanos – Posted by Gabriel.Castellanos Anywhere

Job Description

Job Title: Customer Experience Lead Rep Supervisor

Reports to: Order Management Team Manager
Location: Remote Reno Supported (Remote only in approved states: AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)
Applications will be accepted until 3/17/2023. Due to volume, the posting may get extended or expire early.



Pay range: $29.00 – $39.00

Hiring range: $29.00 – $36.00

At Patagonia, pay ranges are set using the best available market data for the job at the required location. To determine salary for a candidate, we consider the candidate’s skills and capabilities for the job compared with expectations for the position.


COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.


General Summary
The Customer Experience Lead Rep Supervisor is a proven leader who will inspire and develop a team of Lead Reps within the CX department. This team facilitates exceptional customer service by providing live support to frontline CX Reps, assisting CX Supervisors with their business unit groups and with the transfer queue, and by performing outreach to customers who offer negative feedback. The CX Lead Rep Supervisor will develop this team toward excellence, leverage its insights for the benefit of the CX department, refine its reporting, improve its internal workflows and tools, and oversee training, performance, and payroll.


What You’ll Do 

  • Monitor and evaluate performance, train, and coach CX Lead Reps to hit metric goals and provide quality support to CX Reps.
  • Provide timely updates, regular group meetings, and 1:1 check-ins to your team and direct reports.
  • Process payroll and support the Workforce Management team with schedule management.
  • Work with People & Culture and Benefits to support team members.
  • Design, oversee, and implement hiring plans as needed throughout the year.
  • Build, refine, and deliver onboarding training for new hires and ongoing training for everyone on your team.
  • Develop and manage an internal infrastructure with systems, programs, reporting, and business updates for a well-ordered operation and exceptional customer experience.
  • Communicate and collaborate with CX and OMT leaders to achieve optimal service levels for both customer-facing services as well as internal CX support systems.
  • Take assigned transfer queue shifts and help the department with escalated contacts.
  • Assist the CX leadership team with projects, workflows, and policy and procedure as needed.
  • Fulfill customer service and leadership needs from a remote work environment, while maintaining a high level of performance and communication with supervisory and operational teams.
  • Model Patagonia’s core values, exemplify company culture, and instill best practices throughout CX, and especially within the Lead Rep team.


Who You Are 

  • Proven leader with the ability to motivate others to deliver exceptional customer experiences through support, coaching, and development.
  • Skilled at dealing with ambiguity and demonstrated flexibility in a changing work environment.
  • Strong communication—verbal, written, and visual—with a wide variety of people; clear, concise, diplomatic, and empathetic.
  • Organized and able to successfully manage multiple competing priorities simultaneously.
  • A subject matter expert who thinks critically and seeks context and data when solving unfamiliar problems.
  • Passionate about Patagonia’s core sports, social justice, and committed to saving our home planet.
  • Proactive, positive, self-starter, and team player who is eager to innovate and improve CX operations.
  • Flexible to work during all operating hours and present during peak periods.


Experience You Bring

  • Two or more years of customer service experience in a contact center required.
  • One or more years of experience overseeing direct reports required.
  • Two or more years of business operations experience preferred.
  • Experience with rolling out new initiatives and with change management.
  • French and/or Spanish speaking/reading/writing preferred.
  • Proven ability to drive amazing customer experiences and results through coaching, training, team development, and motivation of others to achieve performance metrics.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Salesforce, Office 365, and D365 experience preferred.
  • Strong verbal and written communication skills.


Hours of Operation

  • Monday through Friday, 5:45am to 6:00pm PST, various shifts.
  • Saturday, Sunday, 6:45am to 3:00pm PST, one shift.
  • Extended hours occur during holidays and peak season; after-hours support occasionally required.


Schedule Expectations

  • Must be available to work one weekend day between 7:00am – 3:00pm PST. Selected weekend day will be based on business needs.
  • Must be available to work weekdays between 5:45am – 6:30pm PST.
  • Please note: you may not have control over which shift you are assigned. You will either consistently open or consistently close.


Busy Weeks/Seasons

  • August Sale
  • November Sale
  • Cyber Monday
  • Holiday Peak
  • Post-Holiday Rush
  • February Sale
  • Other busy periods are possible and are dependent on changing marketing plans.


Physical Requirements

  • Ability to remain stationary and operate a computer and keyboard for an extended period of time.
  • Ability to maintain a composed and professional demeanor within a flexible and busy work environment.
  • Ability to travel domestically (less than 10% of year).
  • Minimum bandwidth requirement of 10MB.
  • Quiet workspace in the home that allows for focused work and meets PCI compliance needs.



Patagonia provides employees with a robust benefits package (unique to each role) that may include environmental internships, free health insurance, paid vacation, paid holidays, an alternative commute reimbursement program, leaves of absence, employee discounts, complimentary product, 401k match and much more.


Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

How to Apply

Please apply directly on our website career page:

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

Job expires in 17 days.

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