Customer Experience Team Lead

Job Summary

A company is looking for a Customer Experience Team Lead to manage a remote team delivering exceptional service experiences.

Key Responsibilities

• Lead and coach a team of 10-12 remote customer experience agents, fostering a positive team culture
• Conduct weekly quality assurance and hold regular one-on-one meetings for feedback and coaching
• Act as the manager on duty during weekend and evening shifts, ensuring service level agreements are met

Required Qualifications

• Experience in delivering customer service in a fast-paced, multi-channel environment
• Strong management skills with direct experience managing customer support teams
• Familiarity with customer support tools and industry KPIs; experience with Zendesk is a plus
• Data-driven approach with experience in performance monitoring and coaching
• Ability to work flexible hours, including nights, weekends, and holidays