Customer Experience Team Lead

Join the Freight Vana Team

Freight Vana 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 Freight Vana’s commitment to transparency, communication, and reliability.

At Freight Vana, you’ll enjoy a collaborative culture, flexible work opportunities, and a team that genuinely puts people first.

• 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.

• 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
• Covered Parking Garage (It’s Arizona—we’ve got you covered.)
• Competitive Benefits Package
• Fun, Collaborative Company Culture
• Awesome Co-Workers
• Company Swag You’ll Actually Want to Wear
• And yes… we’ll even turn you into a custom Freight Vana GIF for your social media (completely optional, but pretty awesome).