CX Team Lead: Customer Experience Excellence

Percepta LLC; Melbourne (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k)

Vacation/Sick Time & Paid Holidays

Tuition Reimbursement

Employee Discounts

Training & Development (Percepta)

Job summary

Percepta LLC in Melbourne, FL is seeking a Lead Customer Experience Specialist to support CX Specialists and customers with expert product knowledge and care. The role emphasizes mentoring, problem solving, and delivering exceptional, trusted service in a team-focused environment.

You will coach peers, manage escalations, and ensure customer satisfaction across multiple channels while upholding Percepta values. This is an onsite opportunity with strong growth potential.

Qualifications

• High School Diploma required; Associate’s or Bachelor’s degree preferred.
• Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility.
• 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field.
• Knowledge of the automotive industry a plus.
• Experience in a luxury field (hospitality or brand product) a plus.

Responsibilities

• Promote company and contact center values and culture.
• Act as employee and customer advocate ensuring a positive experience and mentoring others.
• Receive and handle escalated customer concerns for the operations.
• Use call centre telephone and computer technology; enter and retrieve data.
• Lead with trust, provide expert product knowledge, and guide customers through the journey from website to test drive.

Skills

CX leadership

Customer service

Team coaching

Communication

Problem solving

Education

Bachelor’s degree preferred

High School Diploma required

Job description

Percepta LLC in Melbourne, FL is seeking a Lead Customer Experience Specialist to support CX Specialists and customers with expert product knowledge and care. The role emphasizes mentoring, problem solving, and delivering exceptional, trusted service in a team-focused environment.

You will coach peers, manage escalations, and ensure customer satisfaction across multiple channels while upholding Percepta values. This is an onsite opportunity with strong growth potential.