Job Openings CX Supervisor

About the job CX Supervisor

Who We Are
Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.
Were looking for a Customer Experience Supervisor who owns the job. This isn't a clock-in, clock-out leadership role its for someone who's quality-obsessed, performance-driven, and strategic. Someone who can put out fires when needed, but more importantly, knows how to build systems so those fires don't happen in the first place.
You'll oversee multiple client accounts and manage a team of Team Leads coaching them, holding them accountable, and helping them grow. You'll work closely with our Head of CX and VP of Operations to ensure delivery excellence, client satisfaction, and continuous improvement.
We want someone proactive someone who notices gaps before others do, raises flags early, proposes solutions, and follows through with results.
This is a full-time role were looking for someone who is fully committed and not juggling multiple jobs. What You'll Do
Strategic Leadership

  • Lead, coach, and develop a group of Team Leads across various client accounts.
  • Set the tone for accountability, ownership, and high standards across all levels of your teams.
  • Serve as a trusted partner to the VP of Operations on strategic initiatives and account planning.
  • Works closely with the Head of People for people management and hiring needs

Account Ownership & Delivery

  • Own the day-to-day performance of assigned accounts, ensuring KPIs and SLAs are consistently met or exceeded.
  • Anticipate risks and take swift, decisive action while building long-term solutions to recurring challenges.
  • Ensure each Team Lead is equipped to lead effectively, with clarity around metrics, expectations, and next steps.
  • Support new account launches, transitions, and workforce planning in partnership with CX and Ops leaders.

Performance & Quality Management

  • Monitor metrics such as CSAT, QA, AHT, FCR, and Utilization, and implement performance improvement plans when needed.
  • Champion a culture of continuous improvement whether through new processes, better tools, or smarter workflows.
  • Audit performance data, team output, and client feedback to identify trends and areas of focus.

Systems & Structure

  • Build and refine internal SOPs, escalation protocols, and feedback loops with Team Leads.
  • Collaborate cross-functionally with QA, Training, and Workforce teams to ensure consistent delivery across accounts.
  • Take ownership of internal and client-facing reporting, ensuring insights are translated into action.

Who You Are

  • A strong leader Youve managed Team Leads or Supervisors and know how to coach, delegate, and motivate.
  • A problem-solver You act quickly and think long-term. You don't just patch issues; you fix root causes.
  • A builder - you love setting up systems and improving what exists.
  • Performance-driven You love numbers, own your metrics, and use them to lead, not just report.
  • Proactive & resourceful You don't wait to be told. You anticipate needs and take initiative.
  • A systems builder You think in terms of scalable solutions, not just one-off fixes.
  • Client-facing You're comfortable with high expectations and can represent CX in high level meetings and business reviews
  • An excellent communicator Your English, both written and spoken, is fluent, professional, and polished.

What You Bring

  • 3+ years of CX or Operations leadership experience, preferably in a BPO or remote support setting
  • 2+ year of direct experience managing Team Leads, Supervisors, or mid-level CX staff
  • Proven ability to manage multiple accounts or lines of business
  • Strong understanding of support KPIs and CX tooling (Zendesk, Gorgias, Intercom, etc.)
  • Solid track record of driving improvements through data and coaching
  • Impeccable written and verbal English communication skills client-facing confidence is a must

Bonus Points If You Have

  • Experience in E-commerce or SaaS/Fintech is a plus
  • Startup or scaling team experience

Department: Customer Experience
Reports to: VP of Operations
Type: Full-Time, Remote in the Philippines
Rate: $8/hour to start with opportunities for growth
If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.