Job Description
As a CX Team Lead at Archive, you'll play a critical role in scaling our customer experience operation. You will be the bridge between frontline agents and the management team, ensuring daily queue performance, quality execution, and rapid response to emerging issues. This is an ideal opportunity for someone who loves coaching others, thrives in operational detail, and wants to build best Customer Support team in the secondhand market.
This role involves fostering a high-performance culture focused on customer experience, operational rigor, and team growth, setting clear KPIs, and collaborating with CX Managers. It also requires overseeing daily queue management, monitoring performance dashboards, acting as the point for escalations, and conducting QA reviews.
About Archive
Archive is the leading technology platform for branded resale, powering circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance.