On-Site CX Team Lead & Training Coach

BizTech Staffing; Charlotte (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

BizTech Staffing is partnering with an established organization to hire an on-site Customer Experience Manager in Charlotte, NC. This role leads a team of 10–15 customer service representatives and owns the quality of every customer interaction, and the development of the people delivering it.

You will be with your team daily coaching in the moment, handling escalations, and building the training that turns new hires into confident representatives.

Qualifications

• 3+ years managing a customer service or support team with direct people-management responsibility.
• Proven experience building and delivering onboarding programs or ongoing coaching plans.
• Track record of improving CSAT, first-contact resolution, quality scores or retention.
• Clear communicator with frontline staff and senior leadership.

Responsibilities

• Lead the Team and manage, coach and develop a group of 10–15 customer service representatives.
• Handle hiring, onboarding, scheduling and day-to-day workload distribution.
• Conduct regular one-on-ones, performance reviews and development conversations.
• Build a floor culture where reps are engaged, supported and accountable.
• Own Training and Development: design onboarding for new hires and ongoing product/skill training.
• Monitor and improve service levels, response times, quality and CSAT targets.
• Provide actionable feedback from call monitoring and performance data.
• Serve as escalation point for complex or sensitive customer situations.
• Report team performance and make recommendations to leadership.

Skills

Team leadership

Training design

Coaching & feedback

Communication

Tools

Salesforce

Zendesk

HubSpot

Freshdesk

Job description

BizTech Staffing is partnering with an established organization to hire an on-site Customer Experience Manager in Charlotte, NC. This role leads a team of 10–15 customer service representatives and owns the quality of every customer interaction, and the development of the people delivering it.

You will be with your team daily coaching in the moment, handling escalations, and building the training that turns new hires into confident representatives.