Customer Experience Team Lead

Description

We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in Israel as part of our global CX team. 

In this role, you’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities

• Team Management: Lead, mentor, and support a team of 10-15 CX agents.
• Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
• Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Escalation Handling: Assisting our Seniors and front line with escalations and manager calls. 
• Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency. 
• Professional Growth: Guided and developed agents, helping them advance their careers and enhance their expertise.

Requirements

•  2+ years of experience as a Team Lead in customer support.
• Native English speaker / English mother tongue level- must
• Experience with shift management, workforce optimization, and customer communication tools
• Strong coaching and problem-solving skills with a passion for team development.
• Data-driven mindset with experience tracking KPIs and using reports to improve performance.
• Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
• Excellent communication and coaching skills.
• Experience with our systems - Front / Talkdesk - advantage