Hybrid Senior CX Team Lead Role

Join us as a Hybrid Senior Customer Experience Team Lead to guide a team through critical late-day customer interactions, working from 12 PM to 9 PM ET. Drive excellence and support for complex cases across various platforms.
In this leadership role, you'll shape the customer experience by informing strategic decisions and empowering associates to excel under pressure. Your ability to lead without authority and engage in meaningful coaching will create a supportive atmosphere for staff development and team growth.
Key Responsibilities:
• Provide leadership for late PM customer interactions
• Act as an escalation partner for complex issues
• Foster associate development and career pathways
• Drive strategic initiatives for customer support
• Identify gaps in AI utilization and communicate solutions
Requirements:
• Experience managing customer support teams of 8+
• Strong judgment in high-pressure situations
• Effective interpersonal skills to manage conf...