Customer Experience Leader

Job Summary

We are seeking an ambitious, execution-driven Customer Experience Leader to lead the day-to-day performance of our Customer Experience center. You are a "Field General" who thrives on being on the contact center floor, coaching in the moment, and driving immediate daily results from your team.

Responsibilities

• Team Leadership & Mentorship: Lead, mentor, and provide day-to-day guidance to a team of Customer Experience Representatives to ensure the delivery of exceptional customer service.
• Daily Center Execution: Oversee the daily operations of the CX center, keeping the team motivated and ensuring frontline staff meet performance targets and service level agreements (SLAs).
• Policy Enforcement: Act as the primary enforcer of department guidelines, workflows, and communication policies as established by CX leadership.
• Performance Tracking & Insights: Monitor team performance using key performance metrics (KPIs). Track daily trends, identify workflow inefficiencies, and recommend operational improvements to the Director.
• Talent Management: Take ownership of the department's frontline staffing needs, including interviewing, hiring, onboarding, performance coaching, and handling terminations.
• Cross-Department Collaboration: Proactively partner and communicate with other internal departments to streamline workflows and improve overall company communication.

Job Requirements

• Must be at least 18 years of age.
• High School diploma or equivalent required (Associate’s or Bachelor’s degree is a plus, but not required).
• Must pass a satisfactory background check.
• 3–5 years of customer service or support center experience required.
• At least 1–2 years of experience in a leadership, supervisory, or team lead role required.
• Proven experience managing, developing, and coaching a team to achieve high performance in a fast-paced environment.
• Strong focus on operational execution, team accountability, and metric-driven results.
• Ability to identify inefficiencies and recommend operational improvements.
• Excellent written and verbal communication skills for providing clear updates, coaching, and instructions.
• Familiarity with tracking KPIs and using data insights to improve frontline service.
• Willing to work a flexible or fluctuating schedule during peak business seasons based on company needs.

Physical Requirements and Work Environment

• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and other standard office equipment regularly.
• Ability to occasionally stand, walk, bend, or reach within an office environment.
• Ability to lift and move items up to 15 lbs.
• Comfortable working in a standard indoor office setting with moderate noise levels.
• Ability to communicate effectively in person, via phone, and through virtual meeting platforms.