Customer Experience Team Lead
Core
Lead a team of customer support representatives to deliver high-quality service and resolve customer issues efficiently across multiple channels.
Role type
Senior Customer Experience Team Lead
Builds
Customer support operations and service delivery for a financial services platform
Domain
Financial services / Customer Support
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, operational oversight, escalation handling, quality assurance, regulatory compliance, analytical problem-solving
Preferred skills
FINRA Series 9/10 certification, ability to obtain certification within 120 days
Technologies
None stated
Responsibilities
Develop and coach customer experience representatives, handle escalated customer concerns, oversee daily operations including queue management, monitor team performance metrics, partner with QA and compliance teams, support queues during surges
Seniority
Senior, hands-on IC
