Customer Experience Lead — Coaching & Escalations

Rainfallcap; Colorado; On-site; USD 46,838 - 55,104; Full time

Benefits offered by this job

100% paid health insurance for employees with 90% coverage for dependents

401(k) matching

Flexible benefits spending account

Performance-driven compensation

Catered meals and events

Job summary

Rainfallcap is seeking a Customer Experience Team Lead to manage and develop a team of customer support representatives in Denver, CO. This role involves coaching, performance management, and ensuring high-quality service delivery while handling escalated customer issues.

The ideal candidate will possess strong leadership skills, excellent communication, and a passion for customer success. In addition to a competitive salary range, the role offers benefits including health insurance, equity ownership, and a flexible benefits account.

Qualifications

• Strong coaching and leadership skills with a passion for developing frontline talent.
• Excellent written and verbal communication skills.
• Proven ability to operate in a fast-paced, high-volume environment.

Responsibilities

• Help develop a team of customer experience representatives delivering support directly to customers.
• Provide ongoing coaching and performance feedback.
• Handle escalated customer concerns and resolve complex issues.

Skills

Coaching and leadership skills

Written and verbal communication

Analytical and problem-solving skills

Education

Active FINRA Series 7 and Series 63

Series 9/10 or 24 preferred

Job description

Rainfallcap is seeking a Customer Experience Team Lead to manage and develop a team of customer support representatives in Denver, CO. This role involves coaching, performance management, and ensuring high-quality service delivery while handling escalated customer issues.

The ideal candidate will possess strong leadership skills, excellent communication, and a passion for customer success. In addition to a competitive salary range, the role offers benefits including health insurance, equity ownership, and a flexible benefits account.