Customer Experience Team Lead

3+ years in customer support; 2+ years in a lead or senior agent role. Proven ability to lead Teams and initiatives within Support Comfortable working in ambiguity Strong written and verbal communication Passion for the customer experience with strong deescalation skills. Skilled communicator with the ability to motivate and develop others in a remote environment Proven experience managing queues, meeting SLAs, and maintaining high CSAT scores. Organized, decisive, and comfortable balancing multiple operational priorities simultaneously Must be able to work at least 1 Weekend Day. Experience launching or growing CS programs from early-stage to maturity

Foster a high-performance culture focused on customer experience, operational rigor, and Team growth Set clear team KPIs and own weekly team rhythms, reporting, and internal updates Collaborate with CX Managers to identify opportunities to increase customer value and improve process gaps Oversee daily queue management to ensure balanced workloads, SLA attainment, and timely responses across all channels. Monitor individual and team performance dashboards; identify gaps, coach agents, and document performance outcomes. Act as the first point for escalations, providing guidance on resolution, and documenting root causes for management review. Conduct QA reviews, provide feedback, and support continuous learning. Maintain team documentation and ensure adherence to updated SOPs and macros.