Team Leader, Customer Service​/HelpDesk

California Lead CX Specialist

At Percepta, we bring first‑class service across each market we support. As a California Lead CX Specialist in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The California Lead Customer Experience Specialist serves as a subject matter expert and resource for the Customer Experience team, providing guidance, support, and leadership in day‑to‑day operations. This role is designed for highly skilled and educated advocates who have successfully served as a Concern Specialist for a minimum of one year.

The Lead acts as a liaison between specialists and supervisors, ensuring adherence to processes, service levels, and quality standards. While not a formal supervisory role, the Lead may temporarily cover a team when a supervisor is out of office for short periods.

During a Typical Day, You’ll Employee and Customer Experience

• Serve as the first point of contact for specialists seeking guidance on complex cases, processes, or resources.
• Monitor real‑time adherence and address outliers promptly to maintain service levels.
• Deputize for the supervisor during short‑term absences, ensuring workflow continuity and team support.
• Assist with case assignment audits and ensure proper queue management.

Quality and Compliance

• Audit closed‑loop cases to confirm compliance with established procedures and customer satisfaction standards.
• Track and categorize chat inquiries to identify trends and resource gaps; provide feedback on knowledge base articles.
• Support executive escalations by acknowledging and coordinating timely responses.

Training and Development

• Create and deliver huddle refreshers based on call trends and frequently asked questions.
• Participate in collaborative meetings with department leaders, clients, and support teams.
• Provide performance feedback to supervisors for continuous improvement initiatives.

Project & Reporting

• Contribute to end‑of‑month scorecards and reporting on adherence, escalation handling, and resource effectiveness.
• Assist with special projects as assigned by leadership.

Authority & Limitations Authorized

• Temporary team coverage during supervisor absence.
• Provide guidance and delegate work as needed for operational continuity.

Not Authorized

• Approve higher‑level assistance in CRM tools.
• Complete time corrections or access personal employee information.
• Exercise full supervisory delegation of authority.
• Other duties as assigned.

What You Bring to the Role Education

• High School Diploma required; associate or bachelor’s degree preferred.

Experience

• Minimum 1 year as a BEV Concern Specialist with demonstrated performance excellence.
• Strong knowledge of CRM systems, case management, and customer experience best practices.
• 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, claims or PR/Sales field.
• Knowledge of the automotive industry a plus.

Skills Leadership & Mentorship

• Ability to guide and support peers without formal authority.
• Skilled in fostering collaboration and maintaining team morale.
• Keen sense of accountability and integrity when deputizing for supervisors.

Communication

• Exceptional verbal and written communication skills for clear, professional interactions.
• Ability to articulate complex information in a concise and understandable manner.
• Skilled in active listening and providing constructive feedback.

Technical Proficiency

• Advanced knowledge of CRM systems (e.g., Microsoft Dynamics) and case management tools.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Home Command Center, CVBOP, troubleshooting skills to support customers with home or public charging concerns.
• Ability to navigate multiple screens and systems efficiently during live interactions.

Analytical & Problem‑Solving

• Strong ability to identify trends, analyze data, and provide actionable insights.
• Skilled in troubleshooting operational issues and escalating appropriately.
• Ability to make sound decisions under pressure with limited supervision.

Customer Experience Expertise

• Deep understanding of customer service principles and best…