Customer Experience Team Lead

5 days ago


Richmond, Virginia, United States Insight Global Full time
Customer Experience Team Lead

A global travel insurance company is seeking a seasoned Customer Experience Team Lead to oversee the daily operations of its CX team in Richmond, Virginia.

This key role involves managing a team of 10+ agents, monitoring performance metrics, and implementing strategies to improve customer satisfaction and operational efficiency.

Key Responsibilities
  • Recruit, train, and supervise the CX staff by conducting regular performance evaluations and providing coaching and feedback.
  • Oversee daily operations of the Richmond-based team, including shift scheduling, workflow management, etc.
  • Track and analyze the performance and growth of the CX employees.
  • Ensure a high level of customer satisfaction by assisting in escalated tickets.
  • Work directly with the CX Director in Israel to ensure team growth and overall success.
Requirements
  • Minimum of 5 years of experience in a call center environment.
  • Experience managing a team of 10+ employees.
  • Experience working in a start-up/fast-paced environment.
Benefits

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.



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