Team Lead | Customer Experience

Polywood•Syracuse, IN

About The Position

POLYWOOD is hiring two Customer Experience Team Leads to provide dedicated leadership and development for employees who support customers. Working closely with the Customer Experience Operations Manager, each Team Lead will lead an assigned team, support daily performance, and help create a positive, consistent experience for employees and customers. The role focuses on people leadership: building trust, setting expectations, coaching employees, recognizing strengths, and supporting growth. Team Leads will help employees handle customer questions and challenges while maintaining strong service across phone, email, and chat. The organization is evolving as it prepares for continued growth, creating opportunities to strengthen team culture, coaching, and daily performance.

Requirements

At least two years of experience leading or supervising employees.
Experience managing teams of 10 or more people.
Strong people-leadership skills, including the ability to build relationships, coach, listen, and support employees.
Comfort working with technology and 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 and the 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

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 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 as they handle customer questions, challenging situations, and escalated concerns.
Help new team members feel welcomed, prepared, and confident 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 and identify 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 continued development and growth opportunities.