Customer Experience Team Lead

About the role

The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business.

Requirements

• 5+ years of support operations experience managing support KPIs such as CSAT
• Strong leadership ability to motivate a team and manage performance
• Experience driving operational excellence and quality improvements
• Analytical and data-driven, experience distilling large data sets into insights
• Knowledge of Zendesk, data platforms such as Sigma, Excel/Google Sheets (SQL preferred)
• Experience in startups, marketplaces, or e-commerce (preferred)
• Experience with multichannel support operations (chat, email, sms, phone)
• Flexibility to work shifts, holidays, and outside standard schedule
• Must live within commuting distance of Phoenix, AZ hub

What you'll do

• Lead team performance and drive results in productivity, quality, and customer experience
• Manage, coach, and be responsible for performance and culture of a team of agents
• Act as subject matter expert on processes, product, and projects
• Drive accountability on policies and guidelines
• Build reporting to identify areas to improve performance metrics
• Review Sigma & Zendesk metrics to generate insights
• Partner with training and content teams on new launches and processes
• Resolve critical issues from partners and other teams

Where this was posted

• LinkedIn

  last seen 2mo ago
  View on LinkedIn