CX Team Lead: Elevate Customer Experience & Center Ops

LumiNiara Healing Pte Ltd; Lead (SD); On-site; USD 52,000 - 78,000; Full time

Job summary

Core Collective is seeking a Customer Experience Team Lead to mentor and train a CX team across locations, delivering exceptional service in a hospitality-driven wellness environment. You will steward daily operations, uphold SOPs, and coordinate with managers to ensure smooth, safe, and welcoming experiences for Residents and Members.

Candidates should have 2-3 years in customer service with at least 1 year in a supervisory role, strong leadership and communication skills, and a proactive,

Qualifications

• 2-3 years of customer service experience.
• At least 1 year of supervisory or managerial experience leading a customer-facing team.
• Strong interpersonal, leadership, prioritisation, and communication skills.
• Ability to take a 360-degree view of the business and consider holistic implications on the customer experience.
• Ability to collaborate across a cross-functional team.
• Proactive in anticipating changes and adapting.
• Attention to detail, multitasking, and working under pressure.
• Excellent stakeholder management and communication skills.
• Proficient in written and spoken English.

Responsibilities

• Lead and mentor the Customer Experience team to deliver exceptional service.
• Oversee daily operations, facilities, and equipment upkeep.
• Ensure adherence to SOPs, policies, and center rules.
• Manage scheduling to maintain uninterrupted operations.
• Gather resident feedback and share insights with the Manager weekly.
• Address disputes and issues with residents and members.
• Train and coach team members to deliver excellent CX at all touchpoints.
• Coordinate with managers to optimize resource allocation.
• Ensure a welcoming, disciplined, and safe environment for all users.

Skills

Customer service experience

Supervisory experience

Leadership

Communication skills

Stakeholder management

English proficiency

Job description

Core Collective is seeking a Customer Experience Team Lead to mentor and train a CX team across locations, delivering exceptional service in a hospitality-driven wellness environment. You will steward daily operations, uphold SOPs, and coordinate with managers to ensure smooth, safe, and welcoming experiences for Residents and Members.

Candidates should have 2-3 years in customer service with at least 1 year in a supervisory role, strong leadership and communication skills, and a proactive,