Team Lead, CX Operations

Team Lead, CX Operations

We're rethinking homes for how people really live, and we're looking for a Team Lead, CX Operations to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time.

Responsibilities

• Manage a team size of 8-15 agents on a day-to-day basis
• Serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases
• Identify root causes of recurring problems and recommend improvements to processes and ways of working
• Drive onboarding and capability building across the team through structured coaching and knowledge sharing, closing skill and knowledge gaps
• Ensure team proficiency and compliance by monitoring accuracy, driving productivity, and implementing corrective actions where needed
• Own team KPIs, escalations, and quality standa...