Customer Experience Team Lead

Responsibilities

• Lead and support the Customer Experience team
• Host regular one-on-ones to coach and develop team members
• Manage day-to-day operations including scheduling, call/ticket reviews
• Analyze team performance metrics and use data to inform decisions
• Provide hands-on support with calls and tickets as needed
• Serve as a key point of contact for team member questions
• Support the rollout and adoption of new tools and technologies
• Champion stability and growth through proactive engagement

• Have strong emotional intelligence, with the ability to lead with empathy and compassion
• Experience working in SaaS, technical support, or other customer-experience-intensive environments
• Are driven, motivated, and passionate about helping people
• Possess excellent communication skills and can coach others on tone, empathy, and professionalism
• Leadership experience and you lead with ownership, not just task completion
• Embrace feedback and change, seeing both as opportunities to grow
• Are energized by fast-paced environments and skilled at navigating uncertainty
• Thrive when mentoring others and are excited to help team members grow into their full potential
• Are humble, eager to learn, and happy to ask questions and seek clarity where needed

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility.

• Performance Metrics Analysis
• Customer Experience Management
• Technical Support
• Data-Driven Decision Making

• Emotional Intelligence
• Coaching and Mentoring
• Excellent Communication
• Adaptability to Change
• Empathy