Customer Experience Team Lead — Coach, KPIs & Growth

Withfaye; Richmond (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

Withfaye in Richmond, Virginia, is seeking a Customer Experience Team Lead to oversee daily operations and mentor a team of CX agents. The role involves ensuring high-quality customer interactions, managing shift coverage, and developing the team to meet performance metrics.

The ideal candidate will have at least 2 years of experience in a customer support environment, strong coaching skills, and the ability to work in a fast-paced, data-driven setting. This position offers opportunities for professional growth within a diverse and dynamic team.

Qualifications

• 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
• Experience with shift management and customer communication tools.
• Strong coaching and problem-solving skills.

Responsibilities

• Lead, mentor, and support a team of 10-15 CX agents.
• Conduct regular QA reviews and coaching sessions.
• Monitor key metrics and team performance.

Skills

Team Management

Coaching Skills

Problem-Solving

KPI Tracking

Communication

Tools

Front

Talkdesk

Job description

Withfaye in Richmond, Virginia, is seeking a Customer Experience Team Lead to oversee daily operations and mentor a team of CX agents. The role involves ensuring high-quality customer interactions, managing shift coverage, and developing the team to meet performance metrics.

The ideal candidate will have at least 2 years of experience in a customer support environment, strong coaching skills, and the ability to work in a fast-paced, data-driven setting. This position offers opportunities for professional growth within a diverse and dynamic team.