Lead CX, Association Services, Customer Support

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

📋 Description

• Oversee and coordinate lead-level operations for customer experience and service delivery functions throughout Network Experience.

• Manage daily intake, triage, routing, and escalation processes across various queues.

• Prioritize tasks, eliminate obstacles, and ensure that inquiries are addressed accurately and consistently within established service standards.

• Advocate for omni-channel support via phone, email, Salesforce cases, TalkDesk, Teams, and other digital communication platforms.

• Administer call center software, including IVR settings, dashboard reporting, and performance metrics.

• Supervise, mentor, train, or offer daily leadership to Customer Experience personnel.

• Analyze and relay customer experience performance data, such as ticket volume, response and resolution times, escalation patterns, call handling efficiency, customer satisfaction, and Net Promoter Score.

• Utilize Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and various common file formats.

• Act as a primary resource for frontline support and operational execution.

• Align daily service operations with Network Experience objectives, team priorities, and ongoing improvement initiatives.

⛳️ Requirements

• A Bachelor’s degree is required in a relevant discipline such as Business or similar fields.

• 2–4 years of relevant experience is required.

• Intermediate functional skills are necessary.

• Some familiarity and experience within the industry are expected.

• Ability to perform routine and advanced functional tasks.

• Decision-making authority is granted within a defined scope.

• Proficient in both internal and external communication.

• Moderate influence within a team setting is essential.

• Some supervision may be needed for certain tasks; self-direction is expected.

• Must be able to work Central Time Zone hours, typically from 8:00 a.m. to 4:30 p.m. CT.

• Occasional travel may be required, limited to no more than 10%.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Defined benefit plan (retirement savings).

• Defined contribution plan (403(b) plan).

• Life insurance.

• Disability insurance.

• Technology stipend.

• Generous paid time off.

• Option to work from anywhere within the continental U.S.