CX Team Lead: Scale Customer Experience

amp; New York (NY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

High trust and autonomy

Direct access to leadership

Opportunity to shape customer experience

Job summary

A leading fitness technology company is hiring a CX Team Lead in New York. The ideal candidate will have over 2 years of experience in leading customer support teams, with a strong grasp on metrics and a hands-on leadership style. You will manage internal and BPO agents to enhance customer experience. This role offers autonomy and direct influence in shaping customer service practices at the company.

Qualifications

• 2+ years leading a Customer Experience or support team in a high growth environment.
• Experience managing or working with BPO support teams.
• Strong understanding of support metrics like SLAs, KPIs, and CSAT.

Responsibilities

• Lead and scale a team of CX agents across internal and BPO teams.
• Own day-to-day relationship with BPO support partners.
• Ensure outsourced agents meet standards for quality and speed.

Skills

Accountability

Communication

Problem-solving

Leadership

Coaching

Operational rigor

Job description

A leading fitness technology company is hiring a CX Team Lead in New York. The ideal candidate will have over 2 years of experience in leading customer support teams, with a strong grasp on metrics and a hands-on leadership style. You will manage internal and BPO agents to enhance customer experience. This role offers autonomy and direct influence in shaping customer service practices at the company.