Customer Experience Team Lead

CADY • Alpharetta, GA

5d • Onsite

About The Position

As a Customer Experience Lead, you are responsible for the management and development of CX Reps. You serve as the bridge between high-level strategy and daily execution, ensuring CX Reps are effectively coaching their teams. You hold the final authority for personnel administration, including scheduling and time-off approvals.

Requirements

• High school diploma required
• 1–3 years of customer service experience.
• Proficient in Windows and Microsoft Office
• Ability to quickly learn multiple internal systems.
• Ability to commute to and work from the office in Alpharetta, GA.
• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and other standard office equipment regularly.
• Ability to occasionally stand, walk, bend, or reach within an office environment.
• Ability to lift and carry items up to 15 lbs., such as files, office supplies, or equipment.
• Ability to communicate effectively in person, via phone, and through virtual meeting platforms.

Nice To Haves

• bachelor’s degree preferred.
• Prior experience in a "Senior" or mentorship role is highly preferred.
• Strong attention to detail with excellent active listening and communication skills.

Responsibilities

• Provide direct agent support for daily questions and technical troubleshooting.
• Conduct regular 1:1 meetings with agents to foster growth and development.
• Perform Quality Assurance (QA) evaluations and provide direct coaching to agents.
• Assist in developing training materials and maintaining the departmental knowledge base.
• Serve as a Marketing SME by communicating promotion details to the team.
• Monitor daily queue performance to ensure timely responses to customer inquiries.
• Manage the offline team's workload and oversee CX Inventory and Portfolio Returns.
• Run performance reports for your assigned team and track representative attendance.
• Generate daily reports for calls, tickets, and chats.
• Lead "Daily Line-Up" meetings and organize team-bonding activities.
• Process agent refunds and credits for assigned team members.
• Resolve customer issues related to scheduling, photoshoots, and pricing while maintaining empathy.
• Multitask efficiently between phone calls, webform tickets, and internal systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED