Customer Experience Team Lead

Customer Experience Team Lead / Manager

Overview

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.

People Leadership

• 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.