Customer Experience Team Lead

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November 25

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Toolbox Health

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B2B • Wellness

Toolbox Health is a provider of on-site primary care and workplace wellness services, operating employer-based clinics staffed by nurses and providers to deliver triage care, emergent illness assistance, biometric screenings, and holistic health programs for employees and their families. The company partners with employers to host wellness events, improve employee well-being, and reduce barriers to care by delivering medical services directly at the workplace.

51 - 200 employees

Founded 2021

🤝 B2B

🧘 Wellness

📋 Description

• Foster a high-performance culture focused on customer experience, operational rigor, and Team growth • Set clear team KPIs and own weekly team rhythms, reporting, and internal updates • Collaborate with CX Managers to identify opportunities to increase customer value and improve process gaps • Oversee daily queue management to ensure balanced workloads, SLA attainment, and timely responses across all channels. • Monitor individual and team performance dashboards; identify gaps, coach agents, and document performance outcomes. • Act as the first point for escalations, providing guidance on resolution, and documenting root causes for management review. • Conduct QA reviews, provide feedback, and support continuous learning. • Maintain team documentation and ensure adherence to updated SOPs and macros.

🎯 Requirements

• 3+ years in customer support; 2+ years in a lead or senior agent role. • Proven ability to lead Teams and initiatives within Support • Comfortable working in ambiguity • Strong written and verbal communication • Passion for the customer experience with strong deescalation skills. • Skilled communicator with the ability to motivate and develop others in a remote environment • Proven experience managing queues, meeting SLAs, and maintaining high CSAT scores. • Organized, decisive, and comfortable balancing multiple operational priorities simultaneously • Must be able to work at least 1 Weekend Day. • Experience launching or growing CS programs from early-stage to maturity

🏖️ Benefits

• employee and dependent healthcare • 401(k) enrollment • optional in-person work for those located in the area • company offsites twice a year