Customer Experience Team Lead

Helpware; Kentucky; On-site; USD 55,000 - 75,000; Full time

Job summary

Helpware is seeking a Team Lead to oversee a group of Customer Service Representatives, acting as the Tier 2 escalation point and driving operational performance. You will coach staff, monitor metrics, and ensure compliance with company and client standards.

Ideal candidates have 2–4 years in customer service leadership, strong coaching skills, and proficiency with CRM and reporting tools. This full-time role is based in the US and focuses on delivering best-in-class CX.

Qualifications

• Experience leading frontline teams to achieve performance goals.
• Strong knowledge of contact center KPIs (CSAT, NPS, FCR, adherence, productivity).
• Excellent leadership, communication, coaching and decision‑making skills.
• Experience handling escalations and employee relations.

Responsibilities

• Oversee daily performance and development of a team of Customer Service Representatives.
• Serve as primary escalation point for Tier 2 inquiries.
• Coach team members and provide performance feedback daily.
• Monitor KPIs and ensure adherence to policies and client standards.
• Develop and manage nesting agents and ensure readiness before moving to operations floor.
• Collaborate with Operations to hit KPIs and improve service quality.

Skills

Team leadership

Coaching

Customer service

KPIs (CSAT, NPS, FCR)

Performance management

Communication

Multitasking

Tools

CRM

Workforce / scheduling tools

Reporting tools

Job description

Helpware is seeking a Team Lead to oversee a group of Customer Service Representatives, acting as the Tier 2 escalation point and driving operational performance. You will coach staff, monitor metrics, and ensure compliance with company and client standards.

Ideal candidates have 2–4 years in customer service leadership, strong coaching skills, and proficiency with CRM and reporting tools. This full-time role is based in the US and focuses on delivering best-in-class CX.