Customer Experience Team Lead

📋 Description

• Lead a team of customer experience representatives delivering direct support to customers
• Provide ongoing coaching and performance feedback to drive outcomes and development
• Handle escalated customer concerns and resolve complex issues with urgency and professionalism
• Oversee daily operations including queue management, workforce coordination, and SLA adherence
• Monitor team performance metrics and partner with leadership to drive continuous improvement
• Collaborate with QA, operations leadership, and compliance teams to maintain quality standards and regulatory alignment

🎯 Requirements

• Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
• Strong coaching and leadership skills with a passion for developing frontline talent
• Excellent written and verbal communication skills
• Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities
• Strong analytical and problem-solving skills with attention to detail
• Flexibility in scheduling to support business needs

🎁 Benefits

• Challenging, high-impact work to grow your career
• Performance-driven compensation with bonuses, equity, and 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet — flexible benefits spending account
• Employer-paid life and disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including holidays, PTO, sick time, parental leave, and more