Customer Experience Team Lead

Faye Stg; Richmond (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Faye is seeking a Customer Experience Team Lead to manage and mentor a team of 10-15 CX agents in our Richmond, Virginia office as part of our global CX team. You’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions.

You will coach, mentor, and develop agents, handle escalations, and drive KPI performance. Collaboration with Talent Acquisition to hire, train, and scale the team will be a core part of this role.

Qualifications

• 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
• Experience with shift management, workforce optimization, and/or customer communication tools
• Strong coaching and problem-solving skills with a passion for team development.
• Data-driven mindset with experience tracking KPIs and using reports to improve performance.
• Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.

Responsibilities

• Team Management: Lead, mentor, and support a team of 10-15 CX agents.
• Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
• Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Escalation Handling: Assist our front line and senior agents with escalations and manager calls.
• Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
• Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.
• Team Staffing: Work closely with the Talent Acquisition team to interview, evaluate & select qualified candidates for hire.

Skills

Team leadership

Coaching

KPI tracking

Data-driven

Customer support tools

Tools

Front

Talkdesk

Job description

Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.

Life at Faye

At Faye, every day is a journey. Whether you’re building the next generation of travel products, coding new solutions, or helping travelers navigate the unexpected, your work here has a real impact on real people. Our team is as diverse as the destinations our travelers explore–made up of 62% women, 50% parents, and a few office pets. Since launching in 2022, we’ve accomplished what others in the travel insurance industry only dream of–and we’re just getting started. At Faye, we believe in growing together, having fun along the way, and making every day count.

What We’re Looking For

We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our Richmond, Virginia office as part of our global CX team.

In this role, you’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities

• Team Management: Lead, mentor, and support a team of 10-15 CX agents.
• Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
• Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Escalation Handling: Assist our front line and senior agents with escalations and manager calls.
• Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
• Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.
• Team Staffing: Work closely with the Talent Acquisition team to interview, evaluate & select qualified candidates for hire.

Requirements

• 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
• Experience with shift management, workforce optimization, and/or customer communication tools
• Strong coaching and problem-solving skills with a passion for team development.
• Data-driven mindset with experience tracking KPIs and using reports to improve performance.
• Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
• Technologically adept with a focus on AI-driven solutions
• An intuitive interviewer who makes confident hiring decisions while maintaining a team culture of excellence
• Excellent communication and coaching skills
• Experience with systems like Front and/or Talkdesk would be an advantage