Customer Experience Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver daily operational support via phone, email, and chat.

• Act as the initial leadership resource for frontline Customer Experience representatives.

• Oversee daily queues, volume, agent availability, operational coverage, service levels, abandonment rates, and other real-time performance metrics.

• Aid in real-time staffing adjustments, breaks, lunches, schedule adherence, call-outs, PTO, meetings, training, and unforeseen volume fluctuations.

• Offer immediate guidance to agents through Slack and other internal communication platforms.

• Reinforce departmental procedures, policies, service standards, and performance expectations.

• Function as the first level of leadership for escalated customer issues.

• Investigate and resolve intricate customer concerns while assisting agents in identifying suitable resolutions.

• Elevate serious, sensitive, legal, reputational, or higher-risk customer matters.

• Collaborate with the Senior Supervisor of Customer Experience on refunds and payment disputes.

• Review and process refunds, investigate payment disputes, collect resolution information, and maintain precise documentation.

• Identify unusual refund or dispute activities and escalate potential trends or risks.

• Report significant performance or coverage issues to the Senior Supervisor.

• Recognize recurring agent inquiries or knowledge deficiencies and relay them to training resources.

• Communicate updates on processes, policies, operational priorities, and company information to frontline staff.

• Assist in the implementation of new systems, processes, products, and operational initiatives.

• Highlight recurring customer or operational challenges to CX leadership.

• Acknowledge exceptional employee performance while fostering a supportive, accountable, and solutions-oriented team environment.

• Assist employees interested in future leadership roles.

• Execute other duties as assigned.

⛳️ Requirements

• Prior experience in Customer Experience or customer service, ideally in a high-volume setting.

• Minimum of 2 years in team leadership within a customer service role.

• Strong grasp of customer service operations.

• Capability to provide real-time guidance and support to frontline staff.

• Proven ability to manage escalated and complex customer situations professionally.

• Excellent problem-solving and decision-making abilities.

• Proficiency in researching issues, identifying appropriate resolutions, and recognizing when further escalation is warranted.

• Keen attention to detail and accuracy, especially concerning refunds, payment disputes, customer accounts, and documentation.

• Ability to effectively juggle multiple priorities and adapt to changing operational requirements.

• Strong verbal and written communication skills.

• Excellent organizational and time-management capabilities.

• Competence in coaching, guiding, and supporting employees while upholding performance expectations.

• Familiarity with customer service systems, communication platforms, and performance reporting tools.

• Ability to swiftly adapt to evolving priorities, systems, policies, products, and customer needs.

• Strong sense of ownership, urgency, professionalism, and sound judgment.

• Ability to collaborate effectively with Customer Experience leadership and cross-functional teams.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and a supportive work environment.