Customer Experience Team Lead Supervisor

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  "active_status": "active"
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  "location": {
    "raw": "Lehighton, Pennsylvania, 18235, United States",
    "city": "Lehighton",
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    "country": "United States",
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    "confidence": 0.95
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  "inferred_at": "2026-06-06T10:21:34.886Z",
  "launch_scope": {
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    "countries": [
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  "remote_policy": "hybrid",
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  "workplace_type": "hybrid",
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  "list_job": {
    "id": "1061",
    "isRemote": null,
    "location": {
      "city": "Lehighton",
      "state": "Pennsylvania"
    },
    "atsLocation": {
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    "departmentId": "20255",
    "locationType": "2",
    "jobOpeningName": "Customer Experience Team Lead Supervisor",
    "departmentLabel": "Blue Ridge Communications - Customer Service",
    "employmentStatusLabel": "Full-Time"
  },
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  "detail_job_opening": {
    "location": {
      "city": "Lehighton",
      "state": "Pennsylvania",
      "postalCode": "18235",
      "addressCountry": "United States"
    },
    "datePosted": "2026-05-21",
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    "description": "<p><span><span style=\"font-weight: bold\">Company:</span> Blue Ridge Communications</span></p>\n<p><span><span style=\"font-weight: bold\">Hybrid WFH Shift:</span> Monday-Friday, 8AM-5PM</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\">*Our Customer Care Team Lead Supervisor is expected to travel to our Contact Centers based on business need. Occasional travel may be expected to for in-person leadership functions and training.  <br><br></span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream &amp; Live TV) Technology.  Servicing Northeastern Pennsylvania and New York, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.</span><br><br><span style=\"font-family: arial, helvetica, sans-serif\">We are currently seeking a Customer Experience Team Lead Supervisor to assist us in supporting and developing and our Team Lead’s through multiple channels.  In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethic will be required. </span><br><br><span style=\"font-family: arial, helvetica, sans-serif\">Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to situations.  The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective.  It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills and platforms, to be successful in a busy contact center environment. We are seeking an individual that has a service mentality and is excited to partner with peers and leaders to create new solutions.  </span><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\">Our Customer Care Teams are diverse and uphold a personality that is fun, caring and approachable, yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide frequent coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependable leaders who demonstrate flexibility with their schedules on an as-needed basis. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement, and employee referral program.</span><br><span style=\"font-family: arial, helvetica, sans-serif\"><span style=\"font-weight: bold\"><br>Responsibilities:</span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Embrace our Core Values and Consistently Lead By Example</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Create an environment that encourages continual learning and development</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Monitor the activities of representatives supporting our customers</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Assist with evaluating representative job performance and provide timely feedback</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ensure adherence to proper processes and procedures</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Create expectations, provide formal and informal coaching and recognize success</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Communicate with the team on a daily basis</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Coach representatives to build problem-solving skills and work independently</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Interact with customers on an as-needed basis, handling escalated customer situations</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Address any performance issues in a timely manner with management</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Communication and escalation with internal teams and external vendors</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Department scheduling and payroll</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Collaborate with leadership and other departments to meet evolving needs of our business</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Process time off request, call outs and overtime request</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Train Team Leads on company policies and procedures</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Manage employee’s performance by providing feedback, coaching and counseling when necessary</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Conduct employee performance appraisals to ensure they meet company standards</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Conduct interviews to identify talent to bring into our organization</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Perform and monitor Team Leads monthly</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ensure Team Leads are held to expectations of job duties and performance</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Provide training and growth development of our Team Leads</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Provide trend analysis and data reporting</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Campaign Request Assistance</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Other duties as assigned</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-weight: bold\">Qualifications:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">High School Diploma or G.E.D</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Established residency in Pennsylvania</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Valid PA Driver's License and good driving record</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Previous leadership experience preferred</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Cash Handling Skills preferred</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong Computer Skills to include Microsoft Office Programs, and Outlook</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Excellent Communications Skills – Oral and Written</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong Time Management</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Organizational Skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Conflict Resolution Skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Willingness to work as part of a team</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to multitask in a fast-paced environment while adapting changes</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to perform duties while adhering to company policies and procedures</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to create solutions and implement changes which display innovation</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to work overtime when necessary</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Ability to portray a professional, courteous and friendly demeanor at all times</span><br></li>\n</ul>",
    "compensation": "Based on experience",
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    "jobOpeningName": "Customer Experience Team Lead Supervisor",
    "departmentLabel": "Blue Ridge Communications - Customer Service",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Manager/Supervisor",
    "jobOpeningShareUrl": "https://pencor.bamboohr.com/careers/1061",
    "employmentStatusLabel": "Full-Time"
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