Job Overview
We’re looking for a Customer Experience Lead to oversee and elevate our customer care operations. In this role, you’ll lead a team of dedicated agents, drive customer satisfaction goals, and collaborate with internal teams to turn customer feedback into meaningful improvements. The ideal candidate is proactive, combines operational oversight with data-driven insight, and is comfortable leveraging tech tools to support a smooth and efficient customer journey.
Job Responsibility
- Performance Monitoring: Keep an eye on core support indicators: response times, resolution rates, and any satisfaction signals. Use these insights at a high level to recommend adjustments or share feedback with the internal team.
- Team Leadership & Scheduling: Lead, mentor, and motivate our customer care agents. Plan and manage shift schedules to maintain proper coverage and a positive team environment.
- Escalation & Resolution Oversight: Take ownership of complex or high priority customer issues. Coordinate with relevant teams (e.g., Product, Operations, Tech) to resolve escalations efficiently.
- Quality Assurance & Coaching: Ensure consistent, professional support interactions. Provide regular, concise feedback to agents and run brief coaching sessions to reinforce best practices.
- Process & Tool Improvement: Identify simple, impactful ways to streamline support workflows or adopt new tools. Propose enhancements (e.g., minor automation, simple processes) that boost efficiency.
- Reporting & Insights: Prepare and present concise weekly or monthly summaries of team performance and overall notable trends to stakeholders, highlighting areas of success and opportunities for improvement.
- Cross-Functional Collaboration: Act as the voice of the customer by sharing trends and feedback with other teams. Work together to implement improvements that enhance the overall experience.
Required Skills And Qualifications
- Experience in Team Management: At least 3+ years in customer support, customer experience, or operations roles, including 1–2 years in a supervisory or team lead capacity.
- Tech Agility: Comfortable picking up new tools and platforms quickly. Familiarity with digital support software or a willingness to learn is essential.
- Communication: Strong interpersonal skills and fluent English that can serve in research purposes, coordination, and occasional external interactions.
- Problem-Solving & Mindset: Customer focused, resourceful, and proactive. Able to address issues calmly and suggest practical improvements.
- Analytical Basics: Basic to intermediate Excel or spreadsheet skills to track simple metrics and identify trends.
- Adaptability & Growth: Eagerness to learn, stay aware of emerging support practices and tools, and contribute ideas for continuous improvement.
Why You’ll Enjoy This Role
- You’ll take the lead on managing a focused team with minimal bureaucracy, enabling you to directly improve customer satisfaction.
- You’ll join a tech-driven culture that celebrates experimentation, giving you the freedom to pilot new ideas and recommend tools or process enhancements.
- You’ll grow by collaborating with multiple teams and taking on diverse challenges in a dynamic environment.
If you’re a tech-savvy, people-oriented individual who thrives on improving customer experiences and enjoys working cross-functionally, then this job is tailored to you.
