Team Lead, Customer Experience

This advanced-level position is responsible for leading and mentoring a team of Customer Care Advisors (CCAs). This role provides expert guidance on complex customer and agent inquiries and drives team success through coaching and process improvement. The ideal candidate will be a customer-obsessed, empathetic team player with a passion for cultivating talent and empowering their team to deliver a world-class customer experience. The Team Lead will provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels, resolve complex customer and agent issues, lead and mentor a team of Customer Care Advisors, identify and implement process improvements, conduct quality assurance reviews, and maintain relationships with vendors and enterprise partners.