Customer Experience Team Lead
About the Role
You will lead and coach a team of CX associates, set goals, and provide regular feedback to drive accountability and growth. You will oversee daily operations to meet SLAs and QA standards, monitor CSAT and other performance metrics, and translate insights into improvements. You will act as a point of escalation for complex cases, maintain documentation and training materials, and collaborate with Operations, Compliance, and Product to resolve recurring issues. You will support recruiting, onboarding, and training as the team scales.
Requirements
- 3-6+ years experience in customer support, CX, or operations, including at least 1 year in a leadership or team lead capacity
- Background in fintech, payments, or financial services preferred
- Excellent written and verbal communication skills with ability to coach others
- Analytical mindset with experience interpreting performance metrics and driving process improvement
- Strong problem-solving skills and ability to stay calm under pressure
- Experience with Zendesk, Notion, Google Workspace, QA platforms, and CRM systems
- Passion for building systems, empowering teams, and helping customers succeed
Responsibilities
- Lead and coach CX associates
- Oversee daily operations to meet SLAs and QA standards
- Monitor CSAT, QA, first response time, and resolution time and act on insights
- Collaborate with Operations, Compliance, and Product to surface and resolve recurring issues
- Act as point of escalation for sensitive or complex customer cases
- Maintain and update internal documentation and training materials
- Support recruiting, onboarding, and training of new team members
- Champion the customer's voice to drive product and process improvements
Benefits
- 95% coverage of Medical, Dental, and Vision premiums
- 401(k) with matching
- Equity for all team members
- Flexible hybrid setup with SoHo office for NYC-based teammates
- Unlimited PTO
- Monthly product testing budget
- Monthly wellness stipend
- One-time home office setup stipend
- Frequent company events, team dinners, and offsites