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Customer Experience Supervisor

Job

TCPS, Inc.

Lanham, MD (In Person)

Full-Time

Posted 3 weeks ago (Updated 1 week ago) • Actively hiring

Expires 6/28/2026

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Job Description

Customer Experience Supervisor at TCPS, Inc. Customer Experience Supervisor at TCPS, Inc. in LANHAM, Maryland Posted in 12 days ago.
Type:
Full-Time Job Description:
At Thompson Creek Window Company, the customer experience does not stop when the contract is signed. This role is at the center of making sure every customer journey moves smoothly from sale to installation, with proactive communication, strong operational coordination, and service that builds long-term trust. We are looking for a Customer Experience Supervisor to lead a growing team of Customer Success Coordinators and drive the daily execution of our post-sale customer lifecycle. This is a hands-on leadership role for someone who thrives in a fast-paced environment, enjoys solving operational challenges, and knows how to coach teams while keeping customers at the center of every decision. You will partner closely with Sales, Project Management, Field Operations, and Service to ensure projects stay on track, escalations are resolved quickly, and customers feel supported every step of the way. What You'll Do Lead and develop a team of Customer Success Coordinators in a high-volume customer environmentOwn the daily post-sale customer lifecycle from contract execution through installation completion and warranty handoffMonitor team performance against SLA goals, customer satisfaction metrics, escalation resolution, and throughput targetsConduct weekly 1:1 coaching sessions, performance discussions, and ongoing development conversationsBalance workloads and assign cases based on volume, complexity, and team capacityManage escalated customer concerns with professionalism, urgency, and strong problem-solving skillsPartner cross-functionally with Sales, Project Management, Field Operations, and Service teams to resolve scheduling conflicts, communication gaps, and customer-impacting issuesMonitor KPI dashboards and proactively identify aging cases, workflow bottlenecks, and operational risksDrive process improvement initiatives that improve customer communication, workflow efficiency, and overall team performanceMaintain accurate documentation and reporting within
SAP ECC, CRM
systems, and operational dashboardsParticipate in hiring, onboarding, and training new team members as the department continues to grow