Customer Experience Team Lead
Found
full-time
Posted on:
Location Type: Remote
Location: Remote • California, New York, Oregon, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $98,000 - $112,000 per year
Job Level
Senior
About the role
- Coach a team of associates to meet metric goals and help them be successful in their day-to-day work and beyond.
- Support our customers by handling escalations, proactive outreach, and incident response, as well as pitching in on inbound inquiries to stay close to our customers’ needs and your team’s work.
- Grow our team by sourcing, interviewing, and training new members of the Customer Experience team, as well as identifying opportunities for continuous improvement.
- Review performance and high level CX metrics, as well as qualitative analysis of customer conversations, to ensure that we’re meeting our customers’ expectations.
- Manage schedules, timecards, time-off requests, and the other operational work that keeps the team moving.
- Partner with product teams to understand and incorporate new feature launches into existing CX processes and knowledge.
Requirements
- 5+ years experience managing customer support agents in a startup or technical environment.
- Experience with common customer experience and analytics platforms (e.g. Zendesk Suite, Assembled, Intercom).
- Familiarity with Voice of Customer programs and driving feedback from customers and your team to product, design, and engineering.
- Comfort managing remotely and experience working with distributed teams across different time zones.
- Excellent written and verbal communication skills, with a focus on empathy and problem solving.
- An analytical and proactive mindset—you don’t wait for someone to tell you what to do, you identify challenges and come up with a plan to tackle them.
Benefits
- 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation.
- Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave.
- Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents.
- Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working.
- Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.
- Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support managementperformance analysisCX metricsincident responsesourcinginterviewingtrainingcontinuous improvementoperational management
Soft skills
coachingcommunicationempathyproblem solvinganalytical mindsetproactive mindsetteam collaborationremote managementadaptability