Customer Experience Team Lead

About the company

Faye is the fastest-growing travel protection company in the U.S., and the highest‑rated by travelers who use it trip after trip. We’ve raised $100 M to build the autonomous platform for traveler care: insurance, travel care, real‑time information, and finance in one place, powered by AI and a team that moves fast. We’re there for travelers throughout their entire journey, from the moment they book to the moment they’re back home. The bar is a 6‑star experience, 24/7: near‑instant payouts, an award‑winning app and real support when travel goes sideways.

About the role

We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our Richmond, Virginia office as part of our global CX team. In this role you’ll oversee daily operations, ensure smooth shift coverage, and maintain high‑quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities

• Lead, mentor, and support a team of 10‑15 CX agents.
• Conduct regular quality‑assurance reviews and coaching sessions to improve agent performance.
• Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Assist front‑line and senior agents with escalations and manager calls.
• Monitor key metrics and team performance, ensuring KPI targets are met and driving efficiency.
• Guide and develop agents, helping them advance their careers and enhance expertise.
• Collaborate with Talent Acquisition to interview, evaluate, and select qualified candidates for hire.

Requirements

• 2+ years of experience as a team lead, manager, or supervisor in a customer support environment.
• Experience with shift management, workforce optimization, and/or customer communication tools.
• Strong coaching and problem‑solving skills with a passion for team development.
• Data‑driven mindset with experience tracking KPIs and using reports to improve performance.
• Ability to work in a fast‑paced, data‑driven environment while ensuring top‑notch service.
• Technologically adept with a focus on AI‑driven solutions.
• Intuitive interviewer who makes confident hiring decisions while maintaining a team culture of excellence.
• Excellent communication and coaching skills.
• Experience with systems like Front and/or Talkdesk is an advantage.