Customer Experience Team Lead
Virtual Vocations Inc
Leading a team of Customer Experience Agents in a full-time remote capacity, the Customer Experience Team Lead will drive performance against service level agreements, coach team members, and resolve complex customer issues in a fast-paced FinTech environment. Key responsibilities Lead and support a team of Customer Experience Agents across various communication channels Drive team performance against SLAs, quality standards, and customer satisfaction metrics Act as the escalation point for complex customer issues, ensuring swift resolution and effective communication Required qualifications 2+ years of experience in customer support or customer experience, with prior leadership or coaching experience Strong problem-solving skills and ability to manage escalations independently Experience working cross-functionally to drive resolutions Ability to coach and develop team members in a fast-paced environment Comfortable working with SLAs, support metrics, and queue management
Vacancy posted 1 day ago
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