Customer Experience Team Lead
jobs.com
Customer Experience Support Manager
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: Remote • Charlotte • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Lead the Help journey spanning support (self-service and assisted) and leave (cancellation, returns, final bill, and win-back)
- Own the roadmap, backlog, and cross-functional delivery across support surfaces, retention flows, billing, and returns
- Define the Help journey vision and north-star metrics
- Maintain a prioritized backlog based on quantified losses
- Build dashboards for contact reasons, FCR, containment, save rate, cancellation reasons, RMA cycle time, credit/fee disputes, and win-back conversion
Requirements
- 6+ years in product, CX, or operations with support and/or retention journey ownership
- Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus
- Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support
- Proven cross-functional leadership and crisp communication skills
Benefits
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Voluntary benefits
- Paid time off
- Comprehensive benefits promoting overall wellness
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLBIconversational analyticsQA systemsticketing workflowsAIautomation
Soft skills
cross-functional leadershipcommunication
