Customer Experience Team Lead
Skills
- Active FINRA Series 7 and Series 63 licensure (required)
- Ability to obtain Series 9/10 (or 24) within 120 days preferred
- Proven coaching and frontline leadership experience
- Strong written and verbal communication
- Analytical skills to track and drive performance metrics
- Experience managing high-volume, fast-paced support environments
- Flexible scheduling availability to support business hours
Responsibilities
- Coach and develop customer experience representatives with a focus on technical coaching and subject matter expertise.
- Handle escalated and complex customer issues with urgency and professionalism.
- Oversee daily operations including queue management, workforce coordination, and adherence to service-level targets.
- Monitor team performance metrics and partner with leadership to implement continuous improvements.
- Collaborate with QA, operations, and compliance teams to maintain quality standards and regulatory alignment.
- Support customer queues directly during volume surges and lead by example.
Education
- High school diploma or equivalent required; relevant customer service/leadership experience expected (college degree preferred but not required)
Benefits
- Performance-driven compensation with bonus opportunities and equity ownership
- 401(k) matching
- 100% paid employee health insurance and 90% dependent coverage
- Lifestyle wallet for wellness, learning, and more
- Employer-paid life & disability insurance, fertility and mental health benefits
- Paid time off, parental leave, and company holidays
- Exceptional office experience with catered meals and events
Average salary estimate
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