On-Site CX Team Lead — Elevate Customer Experience

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

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with employer match

Paid time off

Gym membership

Product box

Job summary

Good Ranchers, INC. in Friendswood, TX, is seeking a hands-on Customer Experience Supervisor to lead the CX team across Voice, Email, Chat, and more.

You will coach, schedule, and resolve complex customer situations to keep queues under control and ensure consistent, high-quality resolutions. This on-site role requires 3+ years in customer service and at least 1 year in a leadership capacity, plus strong communication and data-driven coaching.

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 with performance metrics, queue data, or scorecards.
• Strong written and verbal communication skills.
• Ability to give clear, direct, and respectful feedback.
• High school diploma or equivalent.

Responsibilities

• Lead daily CX operations, including staffing, queue management, and coverage.
• Coach and develop team members using quality metrics and customer interactions.
• Set clear expectations and address attendance and performance issues.
• Serve as escalation point for complex customer and agent situations.
• Ensure SOPs, workflows, and documentation are followed.
• Support onboarding, training, and readiness of new team members.

Skills

Customer service

Leadership

Coaching

Communication

Feedback

Escalations

Education

High school diploma

Tools

Shopify

Kustomer

Dialpad

Workforce management

Quality platforms

Job description

Good Ranchers, INC. in Friendswood, TX, is seeking a hands-on Customer Experience Supervisor to lead the CX team across Voice, Email, Chat, and more.

You will coach, schedule, and resolve complex customer situations to keep queues under control and ensure consistent, high-quality resolutions. This on-site role requires 3+ years in customer service and at least 1 year in a leadership capacity, plus strong communication and data-driven coaching.