Customer Experience Team Lead - Onsite, Coaching & Growth

pc/nametag; Many (LA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Pay

Comprehensive Benefits

Amazing 401(k)

Generous PTO

Gainshare Bonus Plan

Growth Opportunities

Job summary

pc/nametag is seeking a customer-focused, positive, and supportive leader to join our contact center as a Customer Experience Team Lead. In this role, you'll help lead the day-to-day operations of the team while supporting, coaching, and developing 7-10 Event Specialists to deliver an exceptional customer experience.

Our on-site position requires routine oversight of performance metrics, collaboration with peers and the Customer Experience Manager, and a commitment to staffing, service levels,

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2+ years customer service experience.
• 3+ years of contact center leadership or supervisory experience.
• Proven mentoring and coaching abilities.
• Experience monitoring performance, service levels, and KPIs.
• Strong attention to detail, time management and organization.
• Experience with contact center tech; AI-driven tools preferred.
• MS Office proficiency (Outlook, Word, Excel, PowerPoint).
• Ability to maintain confidentiality and adapt in a fast-paced environment.

Responsibilities

• Manage daily contact center operations and monitor service levels.
• Provide day-to-day leadership to 7-10 Event Specialists.
• Monitor quality and coach to achieve KPIs and performance targets.
• Lead onboarding, training, and ongoing development.
• Coach for upsell and cross-sell opportunities to meet customer needs.
• Handle escalation calls and facilitate resolutions for satisfaction.
• Identify process improvements to enhance service and efficiency.
• Collaborate with Team Leads and the Customer Experience Manager on staffing and workflows.
• Assist customers and enter orders accurately when needed.

Skills

Customer service

Team leadership

Coaching

Performance monitoring

Time management

Process improvement

MS Office

Confidentiality

Multitasking

Education

Bachelor's degree preferred

Tools

CRM systems

AI-driven tools

Job description

pc/nametag is seeking a customer-focused, positive, and supportive leader to join our contact center as a Customer Experience Team Lead. In this role, you'll help lead the day-to-day operations of the team while supporting, coaching, and developing 7-10 Event Specialists to deliver an exceptional customer experience.

Our on-site position requires routine oversight of performance metrics, collaboration with peers and the Customer Experience Manager, and a commitment to staffing, service levels,