Customer Experience Team Lead
Job Summary
Supporting daily customer service operations, the full-time remote Customer Experience Team Lead will manage frontline agents, assist with escalations, and ensure service expectations are met while collaborating with the Senior Supervisor of Customer Experience.
Key responsibilities
- Provide day-to-day operational support across phone, email, and chat channels
- Monitor daily performance indicators and assist with real-time staffing adjustments
- Serve as the first point of leadership for escalated customer situations and support agents in resolving complex issues
Required qualifications
- 2 years of team leadership experience in a customer service role
- Previous experience in a high-volume customer service environment
- Strong understanding of customer service operations and ability to handle escalated situations
- Proven ability to provide real-time guidance to frontline employees
- Experience with refunds and payment disputes, including documentation and resolution processes
Complete Job Description
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