Job Description

CX Specialist Lead

Schedule: 11:00 AM - 8:00 PM

The CX Specialist Lead is responsible for providing day-to-day leadership, support, and coaching for the Specialist team while ensuring a high level of customer experience and operational excellence. This role serves as a key resource for frontline Specialists by managing workflow, addressing escalations, monitoring quality performance, and driving continuous improvement through coaching and development.

Key Responsibilities

• Provide real-time support and guidance to Specialists throughout the day.
• Serve as the point of contact for team questions, concerns, and operational needs.
• Assist in maintaining team engagement and fostering a positive work environment.
• Partner with leadership to communicate priorities, process updates, and business initiatives.

• Conduct quality reviews to ensure adherence to company policies, procedures, and customer experience standards.
• Identify performance trends and opportunities for improvement.
• Deliver actionable feedback to Specialists through coaching sessions and development discussions.
• Monitor and support achievement of individual and team performance goals.

• Conduct regular side-by-side coaching sessions to enhance performance and skill development.
• Assist with onboarding and training activities for new and existing team members.

• Manage and monitor hold buckets

• Handle complex customer situations and escalated cases requiring additional review.
• Partner with leadership and cross-functional teams to resolve customer concerns effectively.

Qualifications

• High School Diploma or GED required.
• Associate's or Bachelor's degree preferred; equivalent experience may be considered.
• Minimum of 3-5 years of leadership, supervisory, or team lead experience preferred.
• Strong customer service and problem-solving skills.
• Demonstrated leadership, coaching, and mentoring abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to quality standards.
• Experience handling escalated customer issues and operational workflows preferred.

EOE/Disability/Veterans