Senior Team Lead, Customer Experience

📋 Description

• Own late-day CX coverage (12PM–9PM ET) and lead up to 15 CX Associates.
• Escalation partner with real-time guidance on complex issues across channels.
• Drive high-quality support to improve retention through decision frameworks.
• Develop ICs into growth candidates for CX and Ops; link day-to-day work to career paths.
• Shape the tiered CX model; lead cross-functional projects in Production and Ops.
• Identify AI tooling gaps and feed insights to the right teams.

🎯 Requirements

• Proven experience leading and developing customer support teams of 8+ across chat, email, and phone.
• Coaching ICs through growth conversations, clear expectations, and performance management.
• Sound judgment and decision-making in high-stakes, real-time situations.
• Ability to influence across teams without positional authority.
• Resilience under pressure and comfort operating as the most senior leader on shift.
• Strong interpersonal skills, reading intent and navigating tension.

🎁 Benefits

• Equity and benefits eligibility.
• Hybrid schedule: in-office Tue/Thu plus a flex day; remote up to 4 weeks/year.
• Growth opportunities within CX and Ops.