Job Description

Job Overview

TaskUs seeks a Communications Coach Leader to design, implement, and lead a comprehensive communication coaching framework for our customer-facing teams.

Responsibilities

  • Audit & Strategy: Evaluate current customer interactions (chat and voice) through SBS and call listening to identify communication gaps and establish a Chime-specific Communication Playbook.
  • Targeted Coaching Framework: Implement 1-on-1 coaching sessions, group workshops, and real‑time shadow sessions focusing on empathy, clarity, and precision.
  • De‑escalation Mastery: Equip agents with psychological and linguistic tools to handle frustrated members regarding sensitive financial issues (e.g., MyPay, Direct Deposit, transaction disputes and filing of disputes).
  • Calibration with QA: Partner with the Quality Assurance team to align communication metrics with operational KPIs, ensuring “good communication” is objectively measurable.

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