Customer Experience Team Lead

Job Summary

A company is looking for a Customer Experience Team Lead to oversee 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 regular one-on-one meetings to provide feedback and coaching opportunities
• Act as the manager on duty during weekend and evening shifts, ensuring service level agreements are met and issues are escalated appropriately

Required Qualifications

• Experience in delivering customer service in a fast-paced, omnichannel environment
• Strong management skills with direct experience managing customer support teams
• Familiarity with customer support tools and reporting, with experience in Zendesk preferred
• Data-driven mindset with the ability to monitor team performance using reports
• Comfortable with quality assurance programs and grading agent performance objectively