CX Team Lead - Frontline Coaching & Ops

Good Ranchers, INC.; Friendswood (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k) with employer match

Paid time off

Gym membership

Monthly Good Ranchers product box

Job summary

Good Ranchers in Friendswood, TX, is seeking a hands-on Customer Experience Supervisor to lead our CX team across voice, email and chat channels. You will coach reps, manage daily operations, and ensure adherence to SOPs while delivering high-quality customer resolutions.

As a frontline leader, you’ll optimize staffing, drive performance metrics, handle escalations, and cultivate a culture of accountability and customer focus. On-site role with competitive compensation and benefits.

Qualifications

• 3+ years of customer service, customer experience, or contact center experience.
• 1+ year of leadership, coaching, team lead, or subject-matter-expert experience.
• Experience working with performance metrics, quality results, queue data, or scorecards.

Responsibilities

• Lead daily CX operations, including team huddles, staffing, queue management, coverage, and backlog control.
• Coach and develop team members using quality results, performance metrics, customer interactions, and observable behaviors.
• Set clear expectations and address attendance, reliability, adherence, and performance issues consistently.
• Serve as the first leadership escalation point for complex customer and agent situations.
• Ensure the team consistently follows approved SOPs, workflows, documentation standards, and escalation processes.
• Support onboarding, training, cross-training, and readiness of new team members.
• Identify recurring customer or operational issues and work across teams to solve them.
• Jump into customer interactions when needed during escalations, peak periods, or coaching situations.
• Track team performance and communicate key trends, risks, and opportunities to CX leadership.

Skills

Customer service experience

Leadership experience

Performance metrics

Communication skills

Feedback delivery

Calm under pressure

On-site work

Education

High School Diploma or equivalent

Tools

SOP adherence

Job description

Good Ranchers in Friendswood, TX, is seeking a hands-on Customer Experience Supervisor to lead our CX team across voice, email and chat channels. You will coach reps, manage daily operations, and ensure adherence to SOPs while delivering high-quality customer resolutions.

As a frontline leader, you’ll optimize staffing, drive performance metrics, handle escalations, and cultivate a culture of accountability and customer focus. On-site role with competitive compensation and benefits.