Customer Care Team Lead: Elevate Support & Ops

Cox; Atlanta (GA); On-site; USD 33,000 - 50,000; Full time

Job summary

Cox is seeking a Lead Customer Care Specialist in the United States to lead and develop a team of Customer Care Specialists, delivering exceptional experiences across all contact channels. This role combines advanced technical support with continuous improvement and cross-functional partnership.

The Team Lead will mentor frontline agents, manage escalations, and drive process improvements with Product, Engineering, QA, and WFM. Experience with AI tools and analytics is a plus.

Qualifications

• HS diploma or GED with 7+ years in related field, or equivalent degree/cert with 5+ years.
• Extensive customer service experience and ability to handle complex inquiries.
• Strong written and verbal communication; ability to document activities clearly.

Responsibilities

• Lead, coach, and develop Customer Care Specialists to meet performance goals and quality standards.
• Conduct onboarding and ongoing training sessions; foster empowerment and accountability.
• Provide advanced technical support and resolve complex or unique inquiries (fraud escalations).
• Perform root cause analysis and implement sustainable solutions for recurring issues.
• Collaborate with Product, Engineering, QA, and Workforce Management on process improvements.
• Leverage AI-powered tools to streamline interactions and train team on their use.

Skills

Customer service

Leadership

Communication

Training & coaching

Process improvement

Education

HS diploma/GED

Bachelor's degree preferred

Tools

Genesys PureCloud

Medallia

AI tools

Job description

Cox is seeking a Lead Customer Care Specialist in the United States to lead and develop a team of Customer Care Specialists, delivering exceptional experiences across all contact channels. This role combines advanced technical support with continuous improvement and cross-functional partnership.

The Team Lead will mentor frontline agents, manage escalations, and drive process improvements with Product, Engineering, QA, and WFM. Experience with AI tools and analytics is a plus.