Customer Experience Team Lead

Pathward

full-time

Posted on: 4/7/2026

Location Type: Remote

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💰 $24 - $40 per hour

About the role

Motivates the call center team to achieve goal standards.
Responsible for supporting, coaching, and developing a group of employees in a Service Center/Operations environment.
Effectively run reports, demonstrate leadership through acknowledging the fair and consistent application of policies.
Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures.
Interact with team members that have diverse backgrounds and temperaments, while maintaining open lines of communication.
Communicate positive as well as negative feedback, providing feedback that is specific and constructive.
Monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
Take end-to-end ownership of customer issues.
Alert leadership of any customer issues or staff incidents occurring in the call center.
Work well in busy high stress environment.
Maintain overall call volume and service levels at 90% or above.
Analyze trends and assist in creating action plans for solutions.
Participate in recruiting efforts, attend calibration sessions, and participate in conference calls.
Facilitate daily meetings to provide updates to seasonal employees.
Demonstrate flexibility by working varying shifts and responding to unanticipated events.
Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

motivational skillscoachingleadershipcommunicationproblem-solvingcustomer serviceflexibilityteam supervisionperformance evaluationconflict resolution

Certifications

high school diploma or equivalent