Customer Care Team Lead — AI Tools & Process Improvement

Cox; Phoenix (AZ); On-site; USD 30,000 - 50,000; Full time

Benefits offered by this job

PTO 16 hours per month

7 paid holidays

Job summary

Cox is seeking a Lead Customer Care Specialist in Phoenix to lead a team of Customer Care Specialists and ensure exceptional service across all channels. The role combines advanced technical support with continuous improvement, acting as the first contact for escalations and partnering with cross-functional teams to enhance tools, training, and processes.

The ideal candidate will have extensive customer service experience, strong communication skills, and a track record in process optimization.

Qualifications

• 7+ years of related field experience.
• Experience with onboarding and training.
• Strong written and verbal communication skills.
• Ability to handle high-level escalations including fraud-related issues.
• Proven track record in process improvement and cross-functional collaboration.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to meet goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster empowerment and accountability.
• Provide advanced technical support and resolve complex inquiries, including fraud escalations.
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Analyze customer feedback and trends to identify improvement opportunities.
• Lead process improvements with Product, Engineering, QA, and WFM.
• Utilize AI tools to streamline interactions and train the team.

Skills

Advanced communication

Leadership

Event-based analysis

Education

HS Diploma or GED

Degree or cert beyond HS + 5 years

9 years experience in related field

Job description

Cox is seeking a Lead Customer Care Specialist in Phoenix to lead a team of Customer Care Specialists and ensure exceptional service across all channels. The role combines advanced technical support with continuous improvement, acting as the first contact for escalations and partnering with cross-functional teams to enhance tools, training, and processes.

The ideal candidate will have extensive customer service experience, strong communication skills, and a track record in process optimization.