Customer Experience Supervisor

At Jiffy.com, we’re obsessed with delivering an effortless, fast, and delightful experience for our customers. Whether they’re small business owners, hobbyists, or crafters bringing their creative visions to life, we make sure every interaction is seamless. Our Customer Experience team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey.

As a Customer Experience Supervisor, you’ll go beyond just advocating for customers—you’ll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analyzing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You’ll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

This hybrid role offers a mix of in-office collaboration and remote flexibility (3 days in office). Training is conducted in-office to set you up for success, build connections, and immerse you in the Jiffy culture.

Key Responsibilities:

• Lead Customer Experience Improvements: Identify and implement process enhancements to streamline support interactions and reduce customer effort.
• Analyze & Solve Root Causes: Dive deep into customer feedback, operational data, and escalations to uncover systemic issues and propose scalable solutions.
• Optimize Processes & Workflows: Work cross-functionally with customer service, product, and operations teams to eliminate inefficiencies and improve response times.
• Monitor & Report Key Metrics: Track customer satisfaction (CSAT), Net Promoter Score (NPS), resolution time, and support trends, providing insights and action plans.
• Champion the Customer Voice: Ensure customer feedback is integrated into decision-making across teams, influencing product, service, and policy improvements.
• Drive Cross-Team Collaboration: Work with product managers, engineers, and operations leaders to enhance self-service options, automation, and overall CX efficiency.
• Standardize & Document Best Practices: Develop playbooks and processes that empower support teams to deliver consistent, high-quality service.
• Act as an Escalation Point: Handle high-impact or complex customer issues, working cross-functionally to resolve them and prevent future occurrences.