CX team lead

amp • New York, NY

1d

About The Position

If you believe customer experience is not just a function but a responsibility, we want you. amp is growing fast, and we are looking for a CX Team Lead who can own outcomes, raise the bar, and scale a high quality support operation across both in house agents and BPO partners. This is a hands-on leadership role for someone who thrives on accountability, clarity, and momentum. You are Fiercely accountable. You own outcomes, not excuses A clear communicator. Direct, calm, and focused A builder. You see problems as systems to improve Steady under pressure. You lead when things get hard Business minded. You balance empathy with operational rigor A coach. You develop people and hold high standards Comfortable with change. You move forward while others stall If you are ready to lead from the front and help build the next stage of amp’s customer experience, we would love to hear from you.In this role, you will

Requirements

• 2+ years leading a CX or support team, ideally in a startup or high growth environment (MUST)
• Experience managing or working closely with BPO or outsourced support teams
• Strong understanding of support metrics like SLAs, KPIs, and CSAT
• Proven ability to build processes, coach agents, and drive accountability
• A strong sense of urgency and ownership
• Experience in technical support (big plus)

Responsibilities

• Lead and scale a team of CX agents across internal and BPO teams
• Own the day-to-day relationship with BPO support partners
• Ensure outsourced agents meet amp’s standards for quality, tone, accuracy, and speed
• Partner with BPO leadership on staffing, coverage, training, and performance expectations
• Monitor SLAs, KPIs, and quality results, addressing gaps quickly and directly
• Ensure a consistent customer experience across all support channels
• Manage escalations with urgency and good judgment
• Improve workflows, processes, and internal documentation
• Surface CX insights and trends to senior leadership
• Build a customer focused, operationally excellent support culture

Benefits

• High trust and high autonomy
• Direct access to leadership and real influence on how things are built
• A chance to shape how customer experience scales at amp
• A team that values clarity, ownership, and progress

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees