CX Team Lead: Elevate Customer Experience

AmeriGas; Independence Township (OH); On-site; USD 70,000 - 75,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor to lead a team of CX Advocates and ensure delivery of an excellent customer journey.

You will coach staff, monitor performance against metrics, and drive process improvements across the center in a fast-paced environment. The role emphasizes coaching, performance management, collaboration with cross-functional teams, and a focus on delivering high-quality customer care with strong communication skills.

Qualifications

• Bachelor’s degree preferred or equivalent call center operations experience.
• 3–5 years of contact center experience with leadership responsibilities.
• Experience in analyzing performance/operational data.

Responsibilities

• Oversee daily operation and performance of a CX team to meet goals.
• Supervise, train, and motivate staff; ensure SLAs and quality metrics.
• Provide coaching and conduct annual performance evaluations.
• Deliver product, process, and service training.
• Track and report metrics, KPIs, and data to leadership.
• Participate in recruitment and onboarding of new team members.
• Contribute to special projects and initiatives.
• Foster positive morale and a productive work environment.

Skills

Team leadership

Coaching

Performance management

Customer service operations

Data analysis

Verbal communication

Written communication

Education

Bachelor’s degree or equivalent

Job description

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor to lead a team of CX Advocates and ensure delivery of an excellent customer journey.

You will coach staff, monitor performance against metrics, and drive process improvements across the center in a fast-paced environment. The role emphasizes coaching, performance management, collaboration with cross-functional teams, and a focus on delivering high-quality customer care with strong communication skills.