CX Performance Lead — Coaching & Process Improvement

Doist; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Equity

Flexible remote/work-from-home

Medical/dental/vision insurance (100%+

Lifestyle stipend

Office in Dallas (Deep Ellum)

Diversity & inclusion initiatives

Job summary

Bestow is seeking a Performance Lead, Customer Experience to coach a team of Customer Care Advisors and drive world-class service across channels. You will mentor, mentor, and empower teammates to deliver outstanding customer experiences.

This role reports to the Customer Experience Manager and is open to hybrid in Dallas or remote within the US. You will lead process improvements, audits, and partner with vendors to boost performance, engagement, and efficiency while maintaining regulatory

Qualifications

• 6+ years in a customer service role.
• Strong understanding of life insurance customer issues, processes and regulations.
• Proficient with CRM systems; licensed in life insurance.
• Experience in a regulated industry is preferred.

Responsibilities

• Provide expert advice to Customer Care Advisors on inquiries across all channels.
• Resolve complex customer and agent issues, including escalations.
• Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive culture.
• Facilitate team meetings and communications.
• Identify and implement process improvements to enhance performance and experience.
• Lead department projects and initiatives.
• Conduct quality reviews, provide feedback, and generate reports.
• Build and maintain relationships with vendors and enterprise partners.
• Represent the team in meetings and act as a delegate for the CX Manager.
• Monitor processes, conduct business testing, and participate in audits.
• Analyze performance trends and provide actionable feedback.
• Support performance management through regular reviews.

Skills

Customer service experience

CRM proficiency

Leadership

Communication

Problem-solving

Collaboration

Education

Life insurance license

Job description

Bestow is seeking a Performance Lead, Customer Experience to coach a team of Customer Care Advisors and drive world-class service across channels. You will mentor, mentor, and empower teammates to deliver outstanding customer experiences.

This role reports to the Customer Experience Manager and is open to hybrid in Dallas or remote within the US. You will lead process improvements, audits, and partner with vendors to boost performance, engagement, and efficiency while maintaining regulatory