Remote CX Lead: Association Services & Support

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement plan

Paid time off

Job summary

YMCA of the USA is seeking a Lead, Association Services & Customer Support to provide operational leadership for enterprise customer experience across multi-channel support. You will translate service standards into consistent team practices and drive performance improvements while guiding staff in day-to-day delivery and coaching.

This role is remote and anchored in Central time, with standard business hours and occasional travel.

Qualifications

• Bachelor’s degree required in a relevant field such as Business, or related disciplines.
• 2-4 years of experience required.
• Intermediate functional skills.
• Some industry knowledge and experience.
• Routine and advanced functional tasks.
• Decision making authority within a defined scope.
• Internal and external communication.
• Moderate team influence.
• Some supervision is required for tasks, leads self.

Responsibilities

• Provide lead-level coordination and operational oversight for customer experience and service delivery across Network Experience.
• Lead day-to-day intake, triage, routing, and escalation processes across multiple queues.
• Champion omni-channel support across phone, email, Salesforce, TalkDesk, and other digital channels.
• May supervise, coach, train, or provide day-to-day leadership to Customer Experience staff.
• Analyze and communicate customer experience performance metrics and use insights to inform priorities.
• Use and support multiple enterprise systems to process inquiries and support reporting.
• Serve as a lead resource for frontline support and connect day-to-day activity with goals and continuous improvement.
• Role is remote, based out of Central time zone with 8am CT – 4:30pm CT hours; travel up to 10%.

Skills

Customer experience

Coordination

Communication

Data reporting

Team influence

Coaching

Education

Bachelor’s degree

Tools

Salesforce

TalkDesk

Outlook

Teams

SharePoint

Excel

PowerPoint

Job description

YMCA of the USA is seeking a Lead, Association Services & Customer Support to provide operational leadership for enterprise customer experience across multi-channel support. You will translate service standards into consistent team practices and drive performance improvements while guiding staff in day-to-day delivery and coaching.

This role is remote and anchored in Central time, with standard business hours and occasional travel.