{"id":1495799,"url":"https://alion.io/job/zp-better-together-customer-experience-supervisor","title":"Customer Experience Supervisor - On Site, Austin Texas","company":{"id":1952097,"name":"ZP Better Together","domain":"zpbettertogether.com","url":"https://alion.io/company/zpbettertogether","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":95,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":81,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-11T17:59:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-25T22:02:21Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":43},"description":"Customer Experience Team Supervisor\nZP Better Together is a pioneering communication services provider, catering to the diverse needs of the deaf and hard of hearing communities. Our commitment lies in offering innovative solutions like onsite interpreting services, video relay service, and video remote interpreting, aimed at breaking down communication barriers. At the core of our vision is the belief that every conversation matters, and communication access is a fundamental right.\nAs we continue to experience significant growth, we are seeking dedicated expertise to join our exceptional teams. The Customer Experience Team Supervisor role is pivotal in ensuring the delivery of high-quality services and maintaining our standard of excellence.\nResponsibilities:\nSupervise and manage all aspects of the Customer Care team and workflows.\nProvide comprehensive direction and training to team members, fostering continuous improvement.\nMaintain accurate customer records and handle account information updates.\nResolve product or service-related issues by understanding customer complaints, identifying root causes, and providing optimal solutions promptly.\nOffer recommendations for potential products or services based on thorough analysis of customer needs.\nPrepare detailed reports on product or service performance through meticulous data collection and analysis.\nActively engage in handling customer calls as required, ensuring timely assistance and resolution.\nReview all TRSURD (Telecommunications Relay Service User Registration Database) submissions prior to approval, ensuring compliance with regulations and company standards.\nSkills/Qualifications:\nProficient in VRS (Video Relay Service) customer service and/or product knowledge.\nDemonstrates exceptional phone etiquette and communication skills.\nAbility to effectively troubleshoot and solve customer problems with patience and empathy.\nCultural awareness of the deaf community and proficiency in American Sign Language (ASL) required.\nStrong listening skills and a collaborative team-oriented approach.\nFlexibility to accommodate varying work hours and days as needed.\nWork environment:\nEmployees may experience the following physical demands for extended periods of time.\nSitting, standing, and walking (95-100%) \nKeyboarding (40-60%) \nViewing computer monitor, videophone, and cell phone (40-60%) \nLifting computers and other equipment. \nPosition may require some travel.\nZP Better Together is an Equal Opportunity Employer. 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