CX Team Lead

amp; New York (NY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

High trust and autonomy

Direct access to leadership

Opportunity to shape customer experience

Job summary

A leading fitness technology company is hiring a CX Team Lead in New York. The ideal candidate will have over 2 years of experience in leading customer support teams, with a strong grasp on metrics and a hands-on leadership style. You will manage internal and BPO agents to enhance customer experience. This role offers autonomy and direct influence in shaping customer service practices at the company.

Qualifications

• 2+ years leading a Customer Experience or support team in a high growth environment.
• Experience managing or working with BPO support teams.
• Strong understanding of support metrics like SLAs, KPIs, and CSAT.

Responsibilities

• Lead and scale a team of CX agents across internal and BPO teams.
• Own day-to-day relationship with BPO support partners.
• Ensure outsourced agents meet standards for quality and speed.

Skills

Accountability

Communication

Problem-solving

Leadership

Coaching

Operational rigor

Job description

Hey, we’re amp, and we’re leading the fitness evolution.

Forget the guesswork, the clutter, and the compromises—amp brings full-body, AI-powered workouts straight to your home. With intelligent resistance, expert-led programs, real-time progress tracking, and a sleek, space-saving design, we make high-performance training part of everyday life.

The Role

If you believe customer experience is not just a function but a responsibility, we want you.

amp is growing fast, and we are looking for a CX Team Lead who can own outcomes, raise the bar, and scale a high quality support operation across both in house agents and BPO partners. This is a hands‑on leadership role for someone who thrives on accountability, clarity, and momentum.

You are

• Fiercely accountable. You own outcomes, not excuses
• A clear communicator. Direct, calm, and focused
• A builder. You see problems as systems to improve
• Steady under pressure. You lead when things get hard
• Business minded. You balance empathy with operational rigor
• A coach. You develop people and hold high standards
• Comfortable with change. You move forward while others stall

In this role, you will

• Lead and scale a team of CX agents across internal and BPO teams
• Own the day‑to‑day relationship with BPO support partners
• Ensure outsourced agents meet amp’s standards for quality, tone, accuracy, and speed
• Partner with BPO leadership on staffing, coverage, training, and performance expectations
• Monitor SLAs, KPIs, and quality results, addressing gaps quickly and directly
• Ensure a consistent customer experience across all support channels
• Manage escalations with urgency and good judgment
• Improve workflows, processes, and internal documentationSurface CX insights and trends to senior leadership
• Build a customer focused, operationally excellent support culture

What success looks like

• Faster and more consistent resolution times
• Fewer escalations and clearer ownership when they occur
• Strong performance parity between in house and BPO teams
• A team that performs better because you are leading it

Experience we are looking for

• 2+ years leading a CX or support team, ideally in a startup or high growth environment
• Experience managing or working closely with BPO or outsourced support teams
• Strong understanding of support metrics like SLAs, KPIs, and CSAT
• Proven ability to build processes, coach agents, and drive accountability
• A strong sense of urgency and ownership
• Experience in technical support (big plus)

Why work at amp

• High trust and high autonomy
• Direct access to leadership and real influence on how things are built
• A chance to shape how customer experience scales at amp
• A team that values clarity, ownership, and progress

If you are ready to lead from the front and help build the next stage of amp’s customer experience, we would love to hear from you.