Customer Experience Supervisor

SKIMS is a solutions-oriented brand creating next-generation underwear, loungewear, and shapewear. The Customer Experience Supervisor leads frontline customer support, optimizing performance across an outsourced BPO partner and US-based distributed agents. This role drives operational excellence and KPI outcomes including CSAT, speed of answer, and resolution rates.

• Lead and manage performance of the outsourced customer service team to meet SKIMS customer experience standards.

• Develop and manage Service Delivery Leads, coaching them on team management to achieve KPI expectations.

• Serve as primary liaison with the BPO partner, manage escalations, and ensure SLAs are met or exceeded.

• Track and analyze KPIs (e.g., response time, resolution time, CSAT) and implement continuous improvement strategies.

• Partner cross-functionally to improve workflows, tools, and training for in-house and outsourced teams.

• Develop and maintain quality assurance processes to ensure consistent, high-quality customer interactions.

• Report to leadership on performance, customer insights, and innovation opportunities.

• Create scalability plans for peak seasons and promotional events to handle increased support demand.

• 3+ years of supervisory or management experience in a customer service environment.

• Experience managing or leading a BPO team (preferred).

• Strong problem-solving, organizational, and follow-up skills.

• Excellent written and spoken communication with high accuracy (spelling, grammar, punctuation, pronunciation).

• Ability to navigate and build within web-based systems and programs.

• Can-do, flexible, positive attitude; strong teamwork and group collaboration skills.

• Proficiency in giving and receiving feedback; self-motivated, proactive, and enthusiastic.

• Passion for sales and customer experience; alignment with company values.

• Hybrid schedule: 4 days per week in the LA office.

• Benefits: up to 100% company-paid healthcare (medical, dental, vision); Kind Body fertility benefits; 401(k) with up to 4% match; full access to LinkedIn Learning; employee discounts.

• Perks (HQ): free weekly catered lunch (Mon-Thu); dog-friendly office (Thu-Fri); free swag giveaways; annual holiday and summer parties; invitations to pop-ups and company events; complimentary daily office snacks and beverages.

• Compensation range listed: $27.00–$31.00 per hour.