Customer Service Team Lead

About the role

We're seeking 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.

Responsibilities

• Team Management: Lead, mentor, and support a team of 10-15 CX agents.
• Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
• Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Escalation Handling: Assist our front line and senior agents with escalations and manager calls.
• Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
• Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.
• Team Staffing: Work closely with the Talent Acquisition team to interview, evaluate & 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.
• Tech-savvy with a focus on AI-driven solutions
• An 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 would be an advantage