Customer Loyalty Team Lead

Mira Home•Orem, UT

13h•$60,000 - $70,000•Onsite

About The Position

Mira Home is seeking a driven leader passionate about delivering exceptional customer care and developing high-performing teams. As a Customer Loyalty Team Lead, you will guide and support Customer Loyalty Specialists, ensuring personalized, efficient, and impactful customer interactions. Your leadership will foster a culture of accountability, growth, and customer-first care, helping customers feel supported and team members reach their full potential.

Requirements

2+ years of customer service experience (or equivalent)
1+ year of leadership or supervisory experience preferred
Strong leadership and coaching skills
Commitment to honest, high-quality customer service
Passion for team development and customer satisfaction
Ability to manage multiple priorities in a fast-paced environment
Strong communication and problem-solving skills
Alignment with Mira Values: United, Caring, Intentional, Transformative

Responsibilities

Set clear expectations for performance, behavior, and standards.
Communicate the "why" behind goals and initiatives.
Create clarity that enables your team to execute with confidence.
Address challenges directly, professionally, and constructively.
Lead weekly 1-on-1s focused on building trust, celebrating success, coaching behaviors, and creating belief and accountability.
Spend significant time listening to calls and coaching performance.
Develop future leaders within the organization.
Unlock performance in both top performers and developing team members.
Bring energy, positivity, and presence every day.
Start and end each day with intentional engagement and recognition.
Build belief, accountability, and a culture of growth.
Take care of your people so they can take care of our customers.
Drive customer retention and loyalty performance.
Protect recurring revenue through effective coaching and leadership.
Improve team results through data-driven decision making.
Balance customer experience with business objectives.
Identify performance trends and proactively address opportunities.
Align your team with Mira’s mission, values, and standards.
Partner cross-functionally to deliver a seamless customer experience.
Ensure consistency in how we serve and communicate with customers.
Identify and implement improvements in processes, training, and customer experience.
Encourage new ideas and challenge assumptions.
Contribute to building a better, more effective Loyalty Center.
Lead, coach, and support Customer Loyalty Specialists to drive performance and accountability.
Conduct regular call monitoring and deliver actionable feedback.
Facilitate weekly 1-on-1 coaching sessions.
Support onboarding, training, and ongoing development.
Recognize and reward performance and growth.
Ensure every interaction is caring, intentional, and solution-focused.
Reinforce Specialist responsibilities.
Handle escalated customer concerns with professionalism and ownership.
Oversee daily operations across all customer interactions.
Assist with staffing, scheduling, and workload balancing.
Monitor queues and real-time performance to meet service levels.
Ensure accurate documentation in internal systems.
Monitor and manage team performance across key metrics: Save Percentage, Revenue Preserved, Concession Percentage, Quality Assurance (QA), Schedule Adherence, Service Level (SLA).
Coach to both skill and will depending on performance gaps.
Create follow-up plans and hold accountability.
Participate in weekly and monthly reporting meetings.
Track team performance trends and identify opportunities.
Proactively communicate risks, gaps, and wins.
Take ownership of team results and development.
Partner with Sales, Field Operations, and Retention teams.
Ensure proper feedback loops and communication.
Drive alignment across departments.
Support recruiting, phone screens, and interviews.
Hire for: Energy, Communication, Coach-ability, Team mindset.
Build a team of high-performing, growth-oriented individuals.