Customer Experience Team Lead

Job Summary

Leading a team of approximately 15 Customer Experience Associates, the full-time Customer Experience Team Lead will motivate and coach staff to deliver exceptional service while managing daily operations, resolving customer issues, and collaborating with other leaders to meet performance goals in a remote environment.

Key responsibilities:

• Provide guidance, coaching, and feedback to Customer Experience Associates to enhance team performance
• Set daily expectations and updates at the start of each shift, ensuring alignment with service level goals
• Act as a point of escalation for customer issues, maintaining compliance with company policies and fostering a customer-first culture

Required qualifications:

• 5+ years in a customer-centric role
• 2+ years of management experience
• BA/BS degree preferred
• Experience tracking metrics and using data to drive results
• Proven track record of developing employees in a fast-paced, high-growth environment