Customer Experience Team Lead
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Job Summary
Leading a hybrid team, the full-time Customer Experience Team Lead will manage and develop Senior Customer Experience Specialists, focusing on enhancing technical support delivery, improving team performance, and driving customer service standards.
Key responsibilities
- Own hiring, onboarding, coaching, and performance management of the team, fostering a culture of accountability and ownership
- Set investigation standards for complex cases and improve escalation processes between teams to enhance service quality
- Champion AI tools and automation to innovate support workflows and drive measurable improvements in customer experience
Required qualifications
- Experience leading a technical support or customer experience team in a SaaS environment
- Proven track record of improving team performance through effective coaching and accountability
- Strong technical judgement with experience in APIs, integrations, and structured troubleshooting
- Ability to manage sensitive customer escalations and establish consistent service standards
- Experience in adopting AI tools or automation to enhance support workflows
Complete Job Description
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