Lead CX, Association Services, Customer Support

Job not on LinkedIn

🔥 17 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $83k - $100k / 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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YMCA of the USA

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1844

🏥 Healthcare

🍽️ Food & Beverage

🏨 Hospitality

Healthcare • Food & Beverage • Hospitality

YMCA of the USA is a nonprofit organization dedicated to strengthening individuals and communities through programs focused on youth development, healthy living, and social responsibility. The YMCA offers various opportunities for people to engage in physical activities, learn life skills, and support their communities, aiming to foster a greater sense of purpose and belonging among its members.

📋 Description

• Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience • Lead day-to-day intake, triage, routing, and escalation across multiple queues • Prioritize workload, resolve barriers, and ensure inquiries are handled accurately and consistently within service standards • Champion omni-channel support across phone, email, Salesforce cases, TalkDesk, Teams, and other digital channels • Maintain call center software, including IVR settings, dashboard reporting, and metrics • Supervise, coach, train, or provide day-to-day leadership to Customer Experience staff • Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score • Use Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats • Serve as a lead resource for frontline support and operational execution • Connect day-to-day service activity with Network Experience goals, team priorities, and continuous improvement efforts

🎯 Requirements

• Bachelor’s degree required in a relevant field such as Business or related disciplines • 2–4 years of experience required • Intermediate functional skills • Some industry knowledge and experience • Routine and advanced functional tasks • Decision-making authority within a defined scope • Internal and external communication • Moderate team influence • Some supervision is required for tasks; leads self • Ability to work Central Time Zone hours, typically 8:00 a.m.–4:30 p.m. CT • Some travel may be required, no more than 10%

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Defined benefit plan (retirement savings) • Defined contribution plan (403(b) plan) • Life insurance • Disability insurance • Technology stipend • Generous paid time off • Work from anywhere within the continental U.S.