Customer Experience Lead

Culligan International; Northern (KY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Culligan International’s PurePlay unit is seeking a Customer Service Lead to drive day-to-day operations across phone, email, chat, and social channels. You will improve workflows, resolve escalations, and deliver high-quality service that strengthens loyalty and trust.

The role reports to leadership, coaches junior agents, and partners with Operations, Marketing, and IT to optimize performance. A strong CRM background and a customer-first mindset are essential.

Qualifications

• 4–6+ years of customer service, customer experience, ecommerce, or contact center experience.
• Experience as a team lead, supervisor, or informal people leader preferred.
• Strong experience with CRM and customer service platforms.
• Demonstrated ability to manage escalations, prioritize demands, and drive issue resolution.
• Strong communication, coaching, problem-solving, and organizational skills.
• Bachelor's degree preferred or equivalent work experience.

Responsibilities

• Support execution of customer service standards across all customer touchpoints.
• Monitor customer feedback, complaints, and service trends and elevate recurring issues.
• Help identify opportunities to reduce customer friction and improve satisfaction and retention.
• Promote a customer-first mindset across daily operations.
• Monitor service queues, response times, resolution times, backlog, and escalations.
• Support quality assurance efforts and service-level performance.
• Analyze service metrics and trends to identify opportunities for improved performance.
• Assist in resolving complex customer issues and escalations.
• Provide day-to-day guidance, coaching, and support to customer service representatives.
• Assist with onboarding, training, and knowledge-sharing activities.
• Reinforce performance expectations, accountability, and service excellence.
• Foster a positive, collaborative, and customer-focused team culture.
• Identify workflow inefficiencies and recommend process improvements.
• Support adoption and optimization of customer service platforms, CRM tools, and knowledge management systems.
• Partner with leadership to improve reporting, documentation, and operational visibility.
• Help drive initiatives that improve productivity, consistency, and customer outcomes
• Collaborate with Operations, Supply Chain, Marketing, Sales, Product, and IT teams to resolve customer-impacting issues.
• Share customer insights and service trends to support business improvement efforts.
• Support implementation of initiatives that enhance the overall customer experience.

Skills

Customer service

Customer experience

Coaching

Escalations management

Communication

Organizational skills

Education

Bachelor's degree

Tools

CRM software

Job description

Culligan International’s PurePlay unit is seeking a Customer Service Lead to drive day-to-day operations across phone, email, chat, and social channels. You will improve workflows, resolve escalations, and deliver high-quality service that strengthens loyalty and trust.

The role reports to leadership, coaches junior agents, and partners with Operations, Marketing, and IT to optimize performance. A strong CRM background and a customer-first mindset are essential.