Customer Experience Team Lead (Night Shift)
$90,000–$100,000 year
RemotePhoenix, Arizona, United States or New York City, New York, United States
Phoenix, Arizona, United States or New York City, New York, United StatesRemoteFull Time$90,000–$100,000 yearMid LevelStartup
Full TimeMid LevelStartup
Job Summary
Customer Experience Team Lead responsible for ensuring team productivity and quality in user experience; requires availability for night shifts and weekends; seeks candidates with extensive support operations experience and leadership skills; compensation ranges from $90K-$100K.
Required Qualifications
- 5+ years of support operations experience managing support KPIs such as CSAT
- Ability to motivate a team and manage career growth
- Experience in driving operational excellence and quality improvements
- Analytical and data-driven mindset with experience distilling large data sets to actionable insights
- Knowledge of performance management for multiple agents
- Comfortable making decisions balancing quality and quantity
Desired Qualifications
- Knowledge of Zendesk
- Familiarity with data platforms such as Sigma
- Experience in startups, marketplaces, or e-commerce
- Worked within multichannel support operations (chat, email, sms, phone)
- Familiarity with large, diverse customer support organizations
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