Customer Experience Team Lead
About The Position
BIS Safety Software is a SaaS company on a mission to change how organizations manage safety, learning, and compliance. We are looking for a Customer Experience Team Lead who is eager to support a high-performing team, and put customers first in everything they do. This team is the heart of the client experience at BIS - and we want a leader who takes that seriously. This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn, the empathy to coach, and the ownership mindset to step up when it matters. You’ll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: supporting your teammates, running one-on-ones, reviewing performance, and keeping things running smoothly. If you're ready to take that next step, we'd love to hear from you.
Requirements
- Strong emotional intelligence, with the ability to lead with empathy and compassion
- Experience working in SaaS, technical support, or other customer-experience-intensive environments (we’ve seen great hires come from all kinds of backgrounds - retail, hospitality, and beyond)
- Driven, motivated, and passionate about helping people - both customers and team members
- Excellent communication skills and can coach others on tone, empathy, and professionalism
- Leadership experience and you lead with ownership, not just task completion - you take initiative and follow through
- Embrace feedback and change, seeing both as opportunities to grow
- Energized by fast-paced environments and skilled at navigating uncertainty
- Thrive when mentoring others and are excited to help team members grow into their full potential
- Humble, eager to learn, and happy to ask questions and seek clarity where needed
Nice To Haves
- Familiarity with Zendesk, Dialpad, or similar customer support platforms
- A working understanding of CSAT and other customer experience KPIs
- Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service
Responsibilities
- Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance
- Host regular one-on-ones to coach and develop team members
- Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications
- Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes
- Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations
- Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner
- Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements
- Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement
- Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment
Benefits
- Employee Stock Ownership Plan (ESOP)
- Full medical, dental, and vision coverage
- Life insurance and disability insurance
- Health spending account
- Flexible working hours
- On-the-job training and growth opportunities
- Free on-site parking
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
