Customer Experience Lead

You will thrive in this lead role if you take personal ownership of client outcomes, remain composed under pressure, and are not satisfied until an issue is fully resolved. We are looking for an experienced professional who can manage large, sophisticated clients while coordinating effectively across internal teams. The right candidate notices the details others miss, follows up persistently, distinguishes urgent issues from important ones, and keeps work moving when answers are difficult to obtain.

This person must communicate confidently with senior management, establish clear expectations, and build trusted relationships with both internal and external clients.

• Lead the day-to-day coordination of customer experience activities and provide guidance, prioritization, and support to team members.
• Own relationships with large or complex internal and external clients, establishing clear expectations and maintaining trust through responsive, accurate communication.
• Serve as the lead escalation point for high-impact customer issues, complaints, service failures, and cross-functional dependencies.
• Drive issues to resolution by identifying owners, securing answers, documenting commitments, monitoring progress, and following up persistently until actions are complete.
• Assess competing priorities, customer impact, business risk, urgency, and available resources to determine the appropriate response and escalation path.
• Coordinate with operations, sales, technology, finance, leadership, and other functional partners to resolve issues and improve the end-to-end customer experience.
• Provide timely, concise updates to senior management, including current status, customer impact, risks, decisions required, ownership, and next steps.
• Monitor customer interactions, case quality, follow-up activity, and service performance; reinforce expectations for detail, accuracy, responsiveness, and accountability.
• Coach and mentor Customer Experience Associates and Senior Customer Experience Associates, sharing expertise and supporting consistent decision-making and service delivery.
• Identify recurring client concerns, operational breakdowns, and service trends; recommend and help implement sustainable process improvements.
• Lead or support client reviews, escalation meetings, internal service reviews, and cross-functional problem-solving sessions.
• Maintain accurate, complete, and current records in CRM, case management, and customer communication systems.
• Support departmental KPIs and service goals, including customer satisfaction, response and resolution times, service levels, quality, and client retention.
• Provide coverage and operational leadership during periods of high volume, priority incidents, or manager absence, within assigned authority.

• Associate or bachelor's degree preferred; or equivalent experience required.
• 7+ years of customer service, customer experience, enterprise client support, account service, or related experience in a technical environment.
• Demonstrated experience managing large, complex, or high-value client relationships and resolving sensitive or high-impact issues.
• Proven ability to coordinate work across functions, influence without direct authority, and hold stakeholders accountable for commitments.
• Experience leading work, mentoring employees, or providing day-to-day guidance in a customer-focused environment.
• Exceptional attention to detail, organization, documentation, and follow-through.
• Ability to remain composed, exercise sound judgment, and maintain service quality in a fast-paced, high-pressure environment.
• Excellent written and verbal communication skills, including experience preparing clear updates and recommendations for senior…