Customer Experience Leader: Support & AI Ops

Framework Ventures; Boston (MA); Hybrid; USD 63,983 - 92,420; Full time

Benefits offered by this job

Competitive salary

RRSP matching

Hybrid work environment

Professional development

Team culture & events

Impactful work

Great Place to Work certified

Job summary

Localcoin is seeking a senior Customer Service leader to oversee and optimize our support operations. You will drive channel performance, coach the team, and partner with cross‑functional teams to improve the overall customer experience.

You will recruit, onboard, and develop staff, ensure quality service levels, and manage performance with a data‑driven approach in a hybrid work environment.

Qualifications

• Minimum 5 years in customer service, including 3 years in a leadership role (team lead/supervisor/manager).
• Experience managing local and/or remote customer support teams.
• Strong focus on exceptional customer service and customer experience.

Responsibilities

• Oversee and optimize all support channels (live chat, email, social, phone).
• Lead recruitment, onboarding, and training of Customer Service team members.
• Ensure quality and consistency of customer interactions across channels.

Skills

Leadership

Customer service

Data analysis

Communication

Team management

Problem solving

Tools

Zendesk

Ticketing systems

Job description

Localcoin is seeking a senior Customer Service leader to oversee and optimize our support operations. You will drive channel performance, coach the team, and partner with cross‑functional teams to improve the overall customer experience.

You will recruit, onboard, and develop staff, ensure quality service levels, and manage performance with a data‑driven approach in a hybrid work environment.