Customer Experience Team Lead: Coaching & Growth

AbbVie Inc.

Austin (TX)

On-site

USD 60,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Job summary

AbbVie, a globally recognized pharmaceutical company, seeks a Customer Experience Lead to oversee staff training, team communications, and performance auditing. The role provides secondary support for inbound inquiries and helps ensure accurate order processing and issue resolution. You will coach CXRs with daily metrics and collaborate with leadership to implement process improvements.

U.S. residents in Texas may participate, with possible limited travel and offsite work as needed.

Qualifications

1–2 years of experience leading people in a customer service or customer-facing environment.
Proven ability in teaching, facilitation, and creative problem solving.
Strong communication skills (presentation, writing, coaching).
Excellent time management and organizational skills.
Ability to manage multiple priorities with high-quality customer service.
Independent work with initiative and decision-making.
Proficiency in MS Office (Word, PowerPoint, Outlook, Excel).
Experience with SAP, ERP, or business systems preferred.

Responsibilities

Lead staff training, team communications, and performance auditing.
Provide secondary support for inbound and escalated inquiries and assist with order processing and auditing.
Coach CXRs by analyzing daily metrics and reports.
Collaborate with management to address policy and process changes.
Ensure compliance with Allergan internal requirements and regulatory standards.
Travel may be required on a limited basis.