Customer Experience Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $52k - $72k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Filterbuy

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🏭 Manufacturing

📦 Logistics

💼 Consulting

Manufacturing • Logistics • Consulting

Filterbuy is a company specializing in the sale of high-quality replacement air filters, offering a wide range of sizes, types, and performance ratings to meet customer needs. They pride themselves on being made in the USA and providing fast and free shipping, ensuring convenient access to essential air filtration products. With over 85,000 five-star reviews, Filterbuy is dedicated to quality, customer service, and efficiency in maintaining healthy air quality in homes and businesses.

📋 Description

• Provide day-to-day operational support across phone, email, and chat • Serve as a first point of leadership support for frontline Customer Experience agents • Monitor daily queues, volume, agent availability, operational coverage, service levels, abandonment, and other real-time performance indicators • Assist with real-time staffing adjustments, breaks, lunches, schedule adherence, call-outs, PTO, meetings, training, and unexpected volume changes • Provide real-time guidance to agents through Slack and other internal communication channels • Reinforce departmental procedures, policies, service standards, and performance expectations • Serve as the first leadership level for escalated customer situations • Research and resolve complex customer concerns and support agents in determining appropriate resolutions • Escalate severe, sensitive, legal, reputational, or higher-risk customer situations • Partner with the Senior Supervisor of Customer Experience on refunds and payment disputes • Review and process refunds, research payment disputes, gather resolution information, and maintain accurate documentation • Identify unusual refund or dispute activity and escalate potential trends or risks • Communicate significant performance or coverage concerns to the Senior Supervisor • Identify recurring agent questions or knowledge gaps and communicate them to training resources • Communicate process changes, policy updates, operational priorities, and company information to frontline employees • Support implementation of new systems, processes, products, and operational initiatives • Surface recurring customer or operational issues to CX leadership • Recognize strong employee performance and support a supportive, accountable, solutions-focused team environment • Support employees interested in future leadership opportunities • Perform other duties as assigned

🎯 Requirements

• Previous Customer Experience or customer service experience, preferably in a high-volume environment • 2 years of team leadership in a customer service role • Strong understanding of customer service operations • Ability to provide real-time guidance and support to frontline employees • Demonstrated ability to professionally handle escalated and complex customer situations • Strong problem-solving and decision-making skills • Ability to research issues, determine appropriate resolutions, and recognize when further escalation is necessary • Strong attention to detail and accuracy, particularly when handling refunds, payment disputes, customer accounts, and documentation • Ability to effectively manage multiple priorities and changing operational needs • Strong verbal and written communication skills • Strong organizational and time-management skills • Ability to coach, guide, and support employees while reinforcing performance expectations • Comfortable working with customer service systems, communication platforms, and performance reporting tools • Ability to adapt quickly to changing priorities, systems, policies, products, and customer needs • Strong sense of ownership, urgency, professionalism, and sound judgment • Ability to work collaboratively with Customer Experience leadership and cross-functional teams