Customer Experience Lead: Coaching & Operations

Sunny Health & Fitness; California (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Sunny Health & Fitness is seeking a Customer Service Lead to guide the team in delivering exceptional experiences across channels, acting as a bridge between reps, leadership and cross-functional teams to keep daily operations smooth.

You will coach reps, monitor performance, assist with onboarding, handle escalations, analyze metrics, and drive improvements in workflows, documentation, and tools like Zendesk.

Qualifications

• 3+ years of customer service experience, with experience in a lead, senior representative, or supervisory capacity preferred.
• Strong understanding of customer service operations, ticket management systems, and support workflows.
• Experience with Zendesk or similar customer support platforms preferred.
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving skills with the ability to handle difficult customer situations professionally.
• Ability to analyze customer service data and identify trends or improvement opportunities.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience training, coaching, or mentoring team members preferred.
• Proficiency with Microsoft Office Suite and customer service tools.

Responsibilities

• Provide daily guidance, coaching, and support to Customer Service Representatives to ensure productivity, quality, and customer satisfaction goals are met.
• Monitor team performance, identify opportunities for improvement, and provide constructive feedback and coaching.
• Assist with onboarding and training new team members on customer service procedures, systems, and company policies.
• Serve as a resource for escalated customer concerns and assist team members with complex cases.
• Promote a positive, collaborative, and customer-focused team environment.
• Handle escalated customer inquiries and complaints with professionalism, empathy, and effective problem-solving.
• Ensure customers receive timely, accurate, and consistent support across all communication channels (phone, email, chat, and other platforms).
• Identify recurring customer issues and collaborate with internal teams to improve customer satisfaction.
• Monitor customer feedback and recommend solutions to improve the overall customer experience.
• Assist with maintaining and improving customer service workflows, SOPs, and knowledge resources.
• Review customer service metrics, including response times, resolution rates, customer satisfaction scores, and ticket volume trends.
• Partner with Customer Service leadership to implement process improvements and improve team efficiency.
• Support Zendesk/help center updates, including macros, templates, and customer-facing resources.
• Identify opportunities to improve automation, documentation, and customer support tools.
• Work closely with Operations, Product, E-Commerce, and other departments to resolve customer issues and improve processes.
• Communicate customer insights and trends to relevant teams to support product and service improvements.
• Assist with special projects related to customer experience initiatives.

Skills

Leadership

Communication

Problem-solving

Data analysis

Organizational skills

Training/coaching

Customer service tools

Team collaboration

Escalation handling

Tools

Zendesk

Microsoft Office

Job description

Sunny Health & Fitness is seeking a Customer Service Lead to guide the team in delivering exceptional experiences across channels, acting as a bridge between reps, leadership and cross-functional teams to keep daily operations smooth.

You will coach reps, monitor performance, assist with onboarding, handle escalations, analyze metrics, and drive improvements in workflows, documentation, and tools like Zendesk.