Customer Experience Team Lead

Seeking an experienced customer experience leader to oversee a high-volume, multi-channel support operation. This role is responsible for driving team performance, maintaining service quality standards, developing employees, and fostering a positive, accountable workplace culture. The ideal candidate combines strong operational leadership with a people-first management approach and a demonstrated ability to improve customer service outcomes. Key Qualifications Proven experience leading teams of 15+ customer service professionals in high-volume contact center environments. Background managing omni-channel support operations, including phone, email, and chat channels. Significant experience in customer experience, customer service, or contact center leadership roles. Demonstrated success operating within organizations that maintain high standards for performance, accountability, and customer satisfaction. Strong understanding of service delivery metrics and performance management practices. Performance & Operations Experience establishing, monitoring, and improving key performance indicators (KPIs) related to customer service and team effectiveness. Ability to analyze operational data, identify performance gaps, and implement strategies that drive measurable improvements. Comfortable discussing examples of performance initiatives, coaching programs, and process improvements that produced sustainable results. Skilled at balancing operational efficiency with exceptional customer experiences. Approachable and trustworthy leader who can build strong relationships while maintaining professional boundaries and accountability. Experienced in coaching, mentoring, and developing employees at varying levels of performance. Confident conducting difficult conversations, delivering constructive feedback, and managing performance concerns in a fair and respectful manner. Proven ability to motivate teams, foster engagement, and create a culture of continuous improvement. Skilled at addressing workplace conflicts, employee concerns, and day-to-day team challenges with professionalism and diplomacy. Training & Development Strong background in onboarding, training, coaching, and career development initiatives. Experience creating and executing development plans that help team members meet and exceed performance expectations. Ability to identify skill gaps and implement targeted coaching strategies. #J-18808-Ljbffr