Senior Client Experience Lead — Freight & Payments

Triumph Financial; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid Time Off

401k

Job summary

Triumph Financial is seeking a Senior Client Experience Representative to deliver exceptional customer service via phone, email, and chat for transportation factoring and payment platform clients. You will act as a subject-matter-expert and lead by example in handling inquiries and guiding internal teams.

The role emphasizes high-quality communication, problem solving, and SLA adherence while coaching teammates and improving client interactions in a fast-paced environment.

Qualifications

• 3+ years in a high-volume customer service environment.
• Knowledge of freight, transportation, or logistics is preferred.
• Accounts payable experience is a plus.
• Bilingual (Spanish) a plus.

Responsibilities

• Provide primary phone, email, and chat support for inbound queues.
• Engage in meaningful conversations to ensure fast, friendly interactions.
• Coach/mentor internal and outsourced team members with feedback and resources.
• Collaborate with management to update processes, systems, or resources.
• Host call reviews and provide feedback for improvements and live observations.
• Identify follow-up needs by asking questions and listening to customers.

Skills

Customer service

Phone etiquette

Multi-tasking

Communication

Problem solving

Education

Higher education degree or equivalent

Tools

CRM software

Job description

Triumph Financial is seeking a Senior Client Experience Representative to deliver exceptional customer service via phone, email, and chat for transportation factoring and payment platform clients. You will act as a subject-matter-expert and lead by example in handling inquiries and guiding internal teams.

The role emphasizes high-quality communication, problem solving, and SLA adherence while coaching teammates and improving client interactions in a fast-paced environment.