CX Team Lead: Coaching, KPI Growth & Escalations

Faye; Richmond (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Faye is seeking a Customer Experience Team Lead in Richmond, Virginia, to manage and mentor a team of 10-15 agents. You will oversee daily operations, ensure high-quality customer interactions, and help agents grow professionally. Ideal candidates have 2+ years of experience in customer support leadership, strong coaching skills, and a data-driven mindset. Familiarity with tools like Front and Talkdesk is a plus. This role offers opportunities to shape the team's success and improve customer experience.

Qualifications

• 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
• Experience with shift management and customer communication tools.
• Strong coaching and problem-solving skills.

Responsibilities

• Lead, mentor, and support a team of 10-15 CX agents.
• Conduct regular QA reviews and coaching sessions.
• Optimize shift coverage and ensure efficient handling of customer interactions.

Skills

Team Management

Coaching

Problem-solving

Communication

Data-driven mindset

Tools

Front

Talkdesk

Job description

Faye is seeking a Customer Experience Team Lead in Richmond, Virginia, to manage and mentor a team of 10-15 agents. You will oversee daily operations, ensure high-quality customer interactions, and help agents grow professionally. Ideal candidates have 2+ years of experience in customer support leadership, strong coaching skills, and a data-driven mindset. Familiarity with tools like Front and Talkdesk is a plus. This role offers opportunities to shape the team's success and improve customer experience.