Customer Experience

About the Role
At LAAM, we're building a customer experience that feels effortless, empathetic, and premium. We're looking for a Customer Experience (CX) Team Lead who can lead from the front, balancing people leadership, operational excellence, and customer advocacy.
As a CX Team Lead, you will be responsible for managing day-to-day CX operations, leading and developing a team of CX executives, handling escalations, and continuously improving the end-to-end customer journey. This role requires strong ownership, data-driven thinking, and a passion for delivering consistently high-quality experiences.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of CX Executives to deliver exceptional customer support across all channels (chat, email, calls, social).
• Conduct regular performance reviews, 1:1s, feedback sessions, and training to ensure continuous growth.
• Foster a customer-first, accountable, and hig...