Team Leader Customer Experience - PCC

About the Role

The Team Leader, Customer Experience (CX) supervises the daily operations of assigned CX team members and multiple projects, supporting Sales, PMO, and other internal teams and customers. This role manages production-related aspects of orders requiring value-added services, expedited processing, and special-order handling. The Team Leader acts as a liaison between CX or Client Engagement and various departments, including Product Management, Technical Services, Production, Quality, Purchasing, Customer Care, and Finance. This position provides Tier II support, resolves complex order issues, coordinates employee training, and promotes department quality and safety awareness.

Responsibilities

• Supervises assigned coordinators to ensure smooth operations and high customer satisfaction:
  • Keeps the team informed on project updates
  • Manages and validates weekly timesheets, schedules, and approves time-off requests
  • Ensures agents follow company policies and legal guidelines
  • Attends internal and external client meetings
  • Handles client project monitoring, escalations, and reports
  • Resolves problems related to warehouse shipments, inventory, and order carries
• Supervises the processing of new and open service and change management requests
• Works with the Manager on current performance and future staffing needs:
  • Participates in new hire interviews and leads onboarding of new hires
  • Supervises the development, implementation, and administration of staff training procedures and policies
  • Completes performance assessment tasks for direct reports
  • Identifies and develops career paths for team members
• Provides assistance to direct reports on new and ongoing projects
• Mentors team members and addresses performance issues in a timely manner
• Performs individual Quality Assurance assessments
• Coordinates value-added processes to ensure quality and generate efficiencies
• Supports seamless onboarding of new customer projects into active production
• Coordinates production activities and develops improved processes
• Ensures tickets and orders are handled to customer specifications and oversees resolution of non-standard tickets and orders

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience
• Attention to detail in composing, keying, and proofing professional emails, business materials, and standard procedure documents
• Strong working knowledge of Microsoft products (Windows, Word, Excel, PowerPoint, OneNote, Teams) and other technology such as FileMaker, Incident Management System (preferably ServiceNow), E1 or similar ERP system, Bartender, Pega, Avaya, VPN, and Citrix
• Ability to document processes, create and manage training schedules, and assess training needs daily
• Ability to create and manage SOPs, job aids, and department processes according to company standards
• Strong knowledge of SLO/SLAs, Receiving, Shipping, and Inventory Control procedures
• Strong organizational skills with the ability to make time-sensitive decisions regarding customer tickets and order issues
• Strong management skills to ensure the team meets customer expectations in a fast-paced environment
• Coaching skills to minimize errors and provide quality feedback

Pay

Minimum: USD $58,000.00/year
Maximum: USD $73,563.00/year

Benefits

• Progressive and competitive compensation and 401k plans
• Comprehensive medical insurance
• Free therapy visits, mental health coaching, and meditation resources
• Generous paid time off package, including vacation, sick time, Wellness, and Volunteer Time Off days

About the Company

We guide the connection between people and technology to calm the confusion of IT. By combining tech hardware, software, cloud solutions, and support services, we create tailored solutions for warehouse inventory management, workforce equipment, and data security. We serve as the IT Department’s IT Department.

Our team thrives on diverse backgrounds, experiences, and perspectives, driving innovation and unique technology solutions. We welcome fresh thinking, creativity, and a collaborative spirit.