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Customer Experience Team Lead
BIS Safety SoftwareCustomer Experience Team Lead at BIS Safety Software, focusing on team support and client satisfaction. Cultivating a high-performing team to enhance organizational safety and compliance.
About the role
Key responsibilities & impact- Lead and support the Customer Experience team
- Host regular one-on-ones to coach and develop team members
- Manage day-to-day operations including scheduling, call/ticket reviews
- Analyze team performance metrics and use data to inform decisions
- Provide hands-on support with calls and tickets as needed
- Serve as a key point of contact for team member questions
- Support the rollout and adoption of new tools and technologies
- Champion stability and growth through proactive engagement
Requirements
What you’ll need- Have strong emotional intelligence, with the ability to lead with empathy and compassion
- Experience working in SaaS, technical support, or other customer-experience-intensive environments
- Are driven, motivated, and passionate about helping people
- Possess excellent communication skills and can coach others on tone, empathy, and professionalism
- Leadership experience and you lead with ownership, not just task completion
- Embrace feedback and change, seeing both as opportunities to grow
- Are energized by fast-paced environments and skilled at navigating uncertainty
- Thrive when mentoring others and are excited to help team members grow into their full potential
- Are humble, eager to learn, and happy to ask questions and seek clarity where needed
Benefits
Comp & perks- Employee Stock Ownership Plan (ESOP)
- Full medical, dental, and vision coverage
- Life insurance and disability insurance
- Health spending account
- Flexible working hours
- On-the-job training and growth opportunities
- Free on-site parking
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Performance Metrics AnalysisCustomer Experience ManagementTechnical SupportData-Driven Decision Making
Soft Skills
Emotional IntelligenceCoaching and MentoringExcellent CommunicationAdaptability to ChangeEmpathy