Remote CX Lead, Association Services & Support

YMCA; Chicago (IL); Remote; USD 83,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Life Insurance

Disability Insurance

Technology stipend

Generous paid time off

Job summary

YMCA is seeking a Lead, Association Services & Customer Support – Network Experience to provide operational leadership for enterprise customer experience across multiple intake queues and omni-channel channels. You will translate service standards into team practices and monitor performance trends to drive consistency and accountability.

This remote role is based in the Central Time Zone with typical hours 8am–4:30pm CT and occasional travel.

Qualifications

• Bachelor’s degree in Business or related field.
• 2–4 years of relevant experience.
• Strong analytical and communication skills.
• Ability to supervise and coach staff.
• Knowledge of customer service metrics and KPI tracking.

Responsibilities

• Oversee daily customer experience and service delivery across multiple queues.
• Lead intake, triage, routing, and escalation processes.
• Champion omni-channel support across phone, email, Salesforce, TalkDesk, and more.
• Supervise and coach customer experience staff as needed.
• Analyze performance metrics and drive improvements.
• Utilize Salesforce, TalkDesk, and MS Office for reporting.
• Connect day-to-day activity with Network Experience goals.
• Work remotely from Central Time, with 8am–4:30pm CT hours, minor travel.

Skills

Customer experience

Team leadership

Process improvement

Data analysis

Cross-functional communication

Stakeholder communication

Education

Bachelor's degree

Tools

Salesforce

TalkDesk

Outlook

Teams

SharePoint

Excel

Word

PowerPoint

OneDrive

Job description

YMCA is seeking a Lead, Association Services & Customer Support – Network Experience to provide operational leadership for enterprise customer experience across multiple intake queues and omni-channel channels. You will translate service standards into team practices and monitor performance trends to drive consistency and accountability.

This remote role is based in the Central Time Zone with typical hours 8am–4:30pm CT and occasional travel.