Team Lead | Customer Experience

Poly-Wood LLC • Syracuse, IN

6d

About The Position

POLYWOOD® is seeking two Customer Experience Team Leads to provide dedicated leadership and development opportunities for their Customer Experience team. These roles are ideal for experienced people leaders from various industries who excel at building relationships, recognizing strengths, providing feedback, and fostering employee growth. The ideal candidate is comfortable with technology, can manage changing priorities, and can create a supportive environment that drives strong results. The Customer Experience Team Lead will work closely with the Customer Experience Operations Manager to lead an assigned team, support daily performance, and ensure a positive experience for both employees and customers.

Requirements

• At least two years of experience leading or supervising employees.
• Experience managing teams of 10 or more people.
• Ability to lead through people, not just processes.
• Understanding that employees perform best when expectations are clear, communication is consistent, and leaders coach, listen, and provide support.
• Comfort working with technology.
• Strong proficiency with Google Workspace or Microsoft Office, including spreadsheets, documents, email, and reporting.
• Ability to interpret information, organize priorities, and use data to make informed decisions.
• Clear communication skills.
• Ability to remain steady during busy periods.
• Ability to balance employee needs with business expectations.
• Humility, good judgment, and a genuine interest in helping others succeed.

Nice To Haves

• Previous experience leading customer service, contact center, or customer-facing teams.
• Familiarity with Zendesk, help desk systems, CRM platforms, or similar technology.
• Experience coaching employees using performance metrics and quality feedback.
• Experience managing teams with changing workloads or seasonal staffing needs.
• Experience supporting employee development, onboarding, or training programs.

Responsibilities

• Provide day-to-day leadership to a team of Customer Experience employees, ensuring they stay connected, confident, and focused.
• Create an environment where employees understand expectations, receive useful coaching, and have the necessary support to succeed.
• Help the team navigate busy periods, solve customer challenges, build skills, and take pride in their work.
• Lead, coach, and support an assigned team of Customer Experience employees.
• Establish clear expectations and help employees understand what success looks like.
• Build strong relationships with team members and foster an environment of trust, accountability, and open communication.
• Provide ongoing coaching, feedback, and recognition to help employees improve and grow.
• Monitor daily performance, productivity, and service quality within the assigned team.
• Support employees in navigating customer questions, challenging situations, and escalated concerns.
• Welcome, prepare, and build confidence in new team members as they learn their responsibilities.
• Partner with the Operations Manager to maintain appropriate team coverage and respond to changing business needs.
• Use performance data, customer feedback, and direct observation to identify coaching and development opportunities.
• Ensure employees follow established processes while identifying practical ways to make work easier and more effective.
• Support a consistent customer experience across phone, email, and chat interactions.
• Help maintain a positive team culture during seasonal changes and high-volume periods.
• Recognize employee strengths and support their continued development and opportunities for growth.

Benefits

• Meaningful development opportunities for employees.
• Opportunities to strengthen team culture, coaching, and daily performance.
• Defined leadership focus with an Operations Manager supporting broader department operations.
• Opportunities for people to build their skills and advance their careers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed