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. This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. 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.
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
- 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
