Customer Experience Team Leader

About the role

The Customer Experience Team Leader will oversee a 24/7 omni‑channel support operation across Voice, Email, Chat, Chatbot and Social platforms for the Americas region. You will drive performance, ensure consistent service delivery and continuously improve the customer journey while fostering a collaborative culture.

Key responsibilities

• Lead and coach frontline customer service representatives, conducting regular one‑to‑ones, appraisals and team meetings.
• Ensure safe, accurate and timely execution of all support processes in line with service level agreements.
• Develop, monitor and report on key performance indicators and drive continuous improvement initiatives.
• Manage deadlines, project change requests and risk assessments, acting as the single point of accountability.
• Maintain strong relationships with internal partners, external service providers and business stakeholders.
• Ensure compliance with EMS/QMS standards and uphold company procedures.
• Collaborate with other team leaders and functional areas to share best practices and lessons learned.

Required profile

• Proven experience leading customer service teams in a high‑volume, omni‑channel environment.
• Strong attention to detail and a data‑driven mindset for continuous improvement.
• Excellent communication and stakeholder‑management skills.
• Ability to develop talent, create career paths and promote a growth mindset.
• Commitment to delivering high‑quality service and meeting strategic objectives.

Required skills

What we offer

• Opportunity to lead a dynamic, multicultural team.
• Exposure to cutting‑edge customer experience technologies.
• Professional development and career progression pathways.