Customer Experience Team Lead

Job Summary

A company is looking for a Customer Experience Team Lead.

Key Responsibilities

• Lead team performance and drive results in productivity, quality, and customer experience
• Manage and coach a team of agents, fostering a positive performance culture
• Analyze data to identify trends and areas for improvement in customer experience and operational processes

Required Qualifications

• 5+ years of support operations experience managing support KPIs
• Proven leadership skills with a focus on motivating teams and managing performance
• Experience in driving operational excellence and quality improvements
• Strong analytical skills with the ability to derive insights from large data sets
• Familiarity with Zendesk and data platforms such as Sigma; knowledge of SQL is preferred