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Open nowFirst seen 3 days ago

Customer Experience Team Lead

withfaye/87.00a18 open roles

Where
Richmond, VA
Work mode
Hybrid
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Your applicationOpen nowCustomer Experience Team Leadwithfaye/87.00a · Richmond, VA

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Who We Are

Faye is the fastest-growing travel protection company in the U.S., and the highest-rated by travelers who use it trip after trip.

We’ve raised $100M to build the autonomous platform for traveler care: insurance, travel care, real-time information, and finance in one place, powered by AI and a team that moves fast.

We’re there for travelers throughout their entire journey, from the moment they book to the moment they’re back home.

The bar is a 6-star experience, 24/7: near-instant payouts, an award-winning app and real support when travel goes sideways. It’s hard to pull off. That’s the point.

Come build what’s next with us.

What We’re Looking For

We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our Richmond, Virginia office as part of our global CX team.

In this role, you’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities

  • Team Management: Lead, mentor, and support a team of 10-15 CX agents.
  • Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
  • Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
  • Escalation Handling: Assist our front line and senior agents with escalations and manager calls.
  • Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
  • Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.
  • Team Staffing: Work closely with the Talent Acquisition team to interview, evaluate & select qualified candidates for hire.

Requirements

  • 2+ years of experience as a team lead, manager or supervisor in a customer support environment.
  • Experience with shift management, workforce optimization, and/or customer communication tools
  • Strong coaching and problem-solving skills with a passion for team development.
  • Data-driven mindset with experience tracking KPIs and using reports to improve performance.
  • Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
  • Technologically adept with a focus on AI-driven solutions
  • An intuitive interviewer who makes confident hiring decisions while maintaining a team culture of excellence
  • Excellent communication and coaching skills
  • Experience with systems like Front and/or Talkdesk would be an advantage
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