Customer Support Leader,Chat and Email - Dallas, TX

Job Description

Job Description

About the Role

We are looking for a customer-focused CX Lead Specialist (Level 2) who is passionate about delivering exceptional service and creating positive customer experiences. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of customer outcomes, and is committed to continuously improving the support experience.

As a CX Lead Specialist, you'll serve as a trusted resource for customers by resolving inquiries with empathy, accuracy, and professionalism. You'll be expected to make sound decisions, communicate clearly, and maintain a high level of quality while managing multiple priorities through e-mail/chat channels.

This is a middle-tier individual contributor role. Compared to entry level support, you will be trusted with additional workflows and higher complexity cases on a day-to-day basis, drawing on your Trust and Safety experience to exercise sound independent judgment.

What You'll Do

As a CX Lead Specialist, you'll be on the front lines supporting customers while helping improve the way we serve them every day.

Provide Exceptional Customer Support

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
• Respond quickly during high-priority situations and help customers navigate issues with confidence.

Make Every Interaction Count

• Look beyond resolving today's issue by identifying recurring trends and recommending long-term improvements.
• Share customer feedback and insights that can improve products, services, and the overall customer journey.
• Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.

Improve Processes and Technology

Improve Processes and Technology

• Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
• Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
• Participate in testing and implementing new tools and processes that improve both the customer and employee experience.

Collaborate Across Teams

• Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
• Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
• Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.

Drive Continuous Improvement

• Take ownership of your work and actively look for ways to make the customer experience better every day.
• Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
• Support a culture of innovation, collaboration, and continuous learning.

Required Qualifications

• 3+ years of experience in Customer Support, Customer Experience, Customer Success,
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
• A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
• Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions.
• High resilience with the ability to manage large case volumes and difficult customer interactions professionally.
• Ability to successfully complete required certifications for each support queue before handling live customer cases.

Preferred Qualifications

• Experience making independent decisions in live or same-day customer support environments without requiring prior review.
• Previous experience working in fintech, cryptocurrency, brokerage, or other financial services industries.
• Experience supporting fraud prevention, risk management, or compliance operations.
• Experience creating, maintaining, or improving internal documentation and knowledge base articles.
• Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support.
• Experience managing multiple concurrent chat conversations

What We're Looking For

The ideal candidate is:

• Customer first and passionate about creating positive experiences.
• An excellent communicator with strong written and verbal skills.
• Calm under pressure and able to prioritize effectively in high-volume environments.
• Detail-oriented and highly organized.
• Self-motivated, adaptable, and resilient.
• Comfortable learning new tools, systems, and processes quickly.
• Committed to continuous improvement and delivering exceptional service every day.

SUPERVISORY RESPONSIBILITIES – No direct reports

KNOWLEDGE, SKILLS, AND ABILITIES

· Computer programs including Word, Excel, Power Point, and Outlook;

· Company policies and procedures as outlined in Employee Handbook and Leadership Manual.

· Communicate effectively in verbal and written form;

· Resolve conflict;

· Motivate employees;

· Take initiative;

· Demonstrate organizational skills and prioritize duties;

· Develop and maintain effective working relationships with peers and across departments;

· Clearly explain processes and policies; Perform detailed tasks with accuracy;

· Use discretion;

· Learn additional technology applications;

· Successfully interface with clients (internal/external) ;

· Understand and exhibit customer service orientation.

EDUCATION and/or EXPERIENCE

A minimum of a high school diploma or general education degree (GED) required; bachelor’s degree preferred or at least 3 years related experience and/or training, or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS :

Valid driver’s license or government issued photo ID.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control electronic devices. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions, primarily within a center rather than remotely. The noise level in the work environment is usually moderate.

\nCompany Description

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage

Company Description

Etech's Vision\r\n\r\nTo make a remarkable difference for our people, our customers and within our communities.\r\n\r\nEtech's Mission\r\nEtech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.\r\n\r\nOur Character Commitments\r\n\r\nEtech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.\r\n\r\nIntegrity\r\nValuing People\r\nTeamwork\r\nAccountability\r\nCommunication\r\nVision\r\nAdaptability\r\nHumility\r\nCreativity\r\nTeachability\r\nPositive Influence\r\nCourage