Customer Experience Team Lead

Faye • Richmond, VA

3d • Onsite

About The Position

Faye is seeking a Customer Experience Team Lead to manage and mentor a team of agents in their Richmond, Virginia office. This role is part of the global CX team and involves overseeing daily operations, ensuring smooth shift coverage, and maintaining high-quality customer interactions. The Team Lead will also be responsible for coaching, mentoring, and developing agents, handling escalations, and ensuring the team meets its Key Performance Indicators (KPIs). Faye is a digital, consumer-centric travel insurance company that aims to redefine travel coverage and care with its proprietary technology for 24/7 assistance, claims processing, and reimbursements.

Requirements

• 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
• Experience with shift management, workforce optimization, and/or customer communication tools
• Strong coaching and problem-solving skills with a passion for team development.
• Data-driven mindset with experience tracking KPIs and using reports to improve performance.
• Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
• Technologically adept with a focus on AI-driven solutions
• An intuitive interviewer who makes confident hiring decisions while maintaining a team culture of excellence
• Excellent communication and coaching skills

Nice To Haves

• Experience with systems like Front and/or Talkdesk

Responsibilities

• Lead, mentor, and support a team of 10-15 CX agents.
• Conduct regular QA reviews and coaching sessions to improve agent performance.
• Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
• Assist front line and senior agents with escalations and manager calls.
• Monitor key metrics and team performance, ensuring KPIs are met and driving efficiency.
• Guide and develop agents, helping them advance their careers and enhance their expertise.
• Work closely with the Talent Acquisition team to interview, evaluate & select qualified candidates for hire.

What This Job Offers

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