About the job
Aura is dedicated to creating a safer online experience. As our lives become increasingly digital, Aura's innovative suite of intelligent safety products empowers millions of customers to protect themselves against digital threats. Our rapid growth is a testament to our commitment, and our global team of over 400 is led by experienced leaders who have successfully transformed startups into multi-billion dollar enterprises.
Join us in building a safer internet!
About the Role:
The Customer Experience Supervisor plays a vital role in supporting senior leadership by managing daily operations and overseeing the Customer Care team within our Call Center. This position is remote but candidates must reside within 50 miles of the San Antonio, TX city center.
Day-to-Day Responsibilities:
Conduct billing and credit research to effectively resolve customer inquiries.
Review and approve customer credit requests.
Act as a liaison between the Service Center and clients, as well as between departments.
Analyze daily call reports, maintain spreadsheets, and share statistics with the Service Center team and management.
Provide coaching to agents on performance and operational challenges.
Monitor team performance monthly to uphold quality standards.
Develop, coach, and reinforce training programs.
Facilitate departmental team meetings.
Resolve escalated customer issues and calls as needed.
Maintain technical proficiency in all systems necessary for supervising the assigned team.
Participate in inter-departmental meetings and provide feedback.
Set clear expectations and goals for team members.
Support career development discussions with team members to foster professional growth.
Generate innovative ideas to enhance business growth and efficiency.

