Customer Experience Team Lead

FreightVana is looking for a Customer Experience Team Lead to join our growing team and help deliver an exceptional experience our customers. We're looking for a motivated leader who thrives in a fast-paced environment, enjoys developing people, and is passionate about creating operational excellence. As a Customer Experience Team Lead, you'll play a critical role in leading our Account Advisors, driving service performance, and ensuring every customer interaction reflects FreightVana's commitment to transparency, communication, and reliability. At FreightVana, you'll enjoy a collaborative culture, flexible work opportunities, and a team that genuinely puts people first. Role & Responsibilities The Customer Experience Team Lead is responsible for leading, coaching, and developing a team of Customer Experience Account Advisors while partnering closely with Operations, Sales, and Carrier Management to ensure seamless execution for our customers. What You'll Do Lead, coach, and develop a team of Customer Experience Account Advisors to deliver industry-leading service. Monitor daily workload, customer communications, and operational execution to ensure service expectations are consistently met. Partner cross-functionally with Operations, Carrier Management, Sales, and Leadership to improve efficiency and customer satisfaction. Drive accountability through KPIs including on-time performance, communication standards, customer satisfaction, productivity, and issue resolution. Conduct regular one-on-one coaching sessions, performance reviews, and career development conversations. Identify process improvement opportunities and implement solutions that enhance both the customer and employee experience. Serve as an escalation point for customer concerns and help resolve issues quickly and professionally. Support onboarding and ongoing training for new and existing team members. Foster a positive, collaborative, and high-performing team culture. Prepare and communicate daily, weekly, and monthly performance updates to leadership. What We're Looking For Leadership experience in customer experience, logistics, transportation, or account management. Strong communication and relationship-building skills. Ability to lead through change while motivating and developing others. Excellent organizational and problem-solving abilities. Experience using KPIs and data to drive performance improvements. Ability to prioritize multiple tasks in a fast-paced environment. Positive attitude with a passion for delivering exceptional customer experiences. Flexible Hybrid/Remote Work Opportunities Discounted Gym Memberships Competitive Benefits Package Fun, Collaborative Company Culture Company Swag You'll Actually Want to Wear And yes… we'll even turn you into a custom FreightVana GIF for your social media (completely optional, but pretty awesome). #J-18808-Ljbffr FreightVana