Customer Experience Team Lead
Core
Lead, mentor, and manage a team of 10-15 customer experience agents to ensure high-quality interactions and operational efficiency for travelers. (via careerplan.io/jobs/87-00A-2F-A69-customer-experience-team-lead)
Role type
Senior IC Customer Experience Team Lead
Builds
Autonomous traveler care platform (insurance, travel care, real-time info, finance)
Domain
Travel protection and insurance
Required skills
Team leadership, shift management, quality assurance, coaching, escalation handling, performance tracking, hiring, data analysis, AI solution familiarity
Preferred skills
Experience with Front or Talkdesk
Responsibilities
Lead and mentor a team of 10-15 CX agents, conduct QA reviews and coaching sessions, oversee work schedules and shift coverage, handle escalations, monitor KPIs, guide agent professional growth, and collaborate with Talent Acquisition on hiring.
Seniority
Senior, hands-on IC
