Customer Experience Team Lead – Coaching & KPIs

Helpware; Lexington (KY); On-site; USD 50,000 - 70,000; Full time

Job summary

Helpware in the United States is seeking an experienced Team Lead to oversee daily performance and development of a Customer Service Representatives team, serving as the primary escalation point for Tier 2 inquiries.

You will drive operational performance, coach staff, resolve customer and employee issues, and ensure compliance with company policies and client standards while partnering with Operations to hit KPIs.

Qualifications

• 2–4 years in customer service or call center ops with supervisory experience.
• Proven ability to lead, coach, and develop frontline teams to hit goals.
• Strong knowledge of contact center KPIs: CSAT, NPS, FCR, adherence, productivity, quality.

Responsibilities

• Escalation point for Tier 2 inquiries and coaching daily.
• Direct daily communication to ensure timely, knowledgeable service via calls/chats/emails.
• Provide performance feedback and coaching to each team member.
• Manage nesting agents and ensure readiness before operations floor.
• Monitor KPIs such as NPS, CSAT, FCR, and adherence.

Skills

Leadership

Coaching

Customer service

Communication

Decision making

Tools

CRM

Workforce management tools

Reporting tools

Job description

Helpware in the United States is seeking an experienced Team Lead to oversee daily performance and development of a Customer Service Representatives team, serving as the primary escalation point for Tier 2 inquiries.

You will drive operational performance, coach staff, resolve customer and employee issues, and ensure compliance with company policies and client standards while partnering with Operations to hit KPIs.