Customer Engagement Lead

Shell • Houston, TX

3d • $95,000 - $143,000

About The Position

The Customer Engagement Team Lead is responsible for the day‑to‑day leadership and operational oversight of the in‑house customer engagement/contact center function, ensuring the team consistently meets performance commitments while delivering a high-quality customer experience. This role leads a team responsible for resolving customer needs across the post‑sale lifecycle—handling inquiries, escalations, and complex account issues—while ensuring operational excellence, compliance with market and regulatory requirements, and strong partnership with cross‑functional stakeholders. The Team Lead plays a critical role in translating company and departmental priorities into measurable execution, developing talent, and driving continuous improvement through data and process discipline. This position reports to the Account Management Team Lead and collaborates closely with Account Management, Operations, AR/Collections, Sales Support, Credit, Legal, and IT teams to support evolving business needs across markets served by SES, including ERCOT, PJM, NYISO, ISONE, and CAISO.

Requirements

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer
• Bachelor’s degree in business, marketing, operations, or related discipline
• At least 10+ years of relevant experience, including 5+ years leading contact center/customer service teams (retail energy experience strongly preferred)
• Demonstrated experience leading a team to meet and improve operational performance metrics and customer satisfaction outcomes
• Deep understanding of contact center efficiency levers (e.g., service level, occupancy, shrinkage, forecast accuracy, scheduling effectiveness, quality management)
• Strong leadership, coaching, and development capability with a track record of improving team performance
• Excellent interpersonal, conflict resolution, analytical, and time management skills
• Strong business writing skills with experience developing customer and internal correspondence in multiple formats
• Ability to multi-task, problem-solve, and communicate clearly under pressure in a fast-changing environment
• Intermediate to advanced proficiency in Microsoft Office, including Excel
• Experience with Salesforce Service Cloud, NICE telephony, Intelometry, Excelergy, Smartsheet or equivalent workflow/CRM tools

Nice To Haves

• Experience supporting contact center digital transformation and change management initiatives strongly preferred

Responsibilities

• Lead daily customer engagement operations to consistently achieve service, quality, and customer outcomes (e.g., service level, ASA, abandonment, AHT, FCR, QA, CSAT/NPS, complaint resolution, and productivity metrics)
• Establish clear team objectives and operating rhythms (huddles, weekly performance reviews, coaching plans, and continuous improvement cadences) aligned to departmental and enterprise priorities
• Serve as the primary escalation point for complex customer issues and sensitive situations, ensuring timely, accurate, and customer‑appropriate resolution
• Ensure consistent adherence to policies, procedures, regulatory requirements, and market rules impacting customer communications, billing, and account actions
• Coach, develop, motivate, and performance-manage team members through consistent feedback, observation, and targeted skill building
• Support hiring, onboarding, training, and ongoing readiness of representatives, including reinforcement of knowledge across products, markets, tools, and compliance requirements
• Collect, analyze, and present operational performance insights using contact center statistics and customer service metrics (warm transfers, conversion rates, quality, customer sentiment, profitability, cost drivers)
• Partner with cross-functional teams to resolve systemic issues impacting the customer experience (billing discrepancies, contract interpretation questions, account changes, meter/market exceptions, disputes)
• Drive continuous improvement initiatives focused on cycle time reduction, first-contact resolution, reduced rework, improved quality, and improved customer outcomes
• Ensure enabling technology is fully utilized and workflows are optimized across platforms (e.g., Salesforce Service Cloud, NICE telephony, Intelometry, Smartsheet, billing platforms)
• Champion adoption of new tools, enhancements, and digital service strategies; support change management to improve agent productivity and customer experience

Benefits

• For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs.
• Employees also participate in a company pension plan and a 401(k) plan.
• Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.
• Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance.
• Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.
• For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level