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Customer Experience Team Leader
2 weeks ago
You'll play a key role in supporting our customers and team members to deliver exceptional service experiences across multiple channels.
We're seeking a skilled leader who can coach, motivate, and empower a team of customer service professionals to consistently meet and exceed service quality, CSAT, and resolution time KPIs.
Responsibilities- Develop and implement strategies to enhance customer experience and satisfaction.
- Manage escalations, store queries, and complex customer issues with empathy and professionalism.
- Set daily priorities and goals, ensuring the team meets and exceeds service performance metrics.
- Implement process improvements, system enhancements, and automation tools that drive efficiency and customer satisfaction.
- Maintain open communication channels, representing the voice of both customers and the team.
- Contribute to reporting on team performance and channel insights.
- Proven leadership experience in customer-facing roles.
- Strong coaching and mentoring skills, with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills, with the ability to build trust across teams and stakeholders.
- Proficiency in CX platforms and an interest in emerging technology and automation.
