Overview In this role you lead a frontline customer service team to deliver consistent, high-quality experiences across channels. You coach agents, manage performance, and resolve escalations within guidelines, partnering with Training, Quality, Knowledge Management, and cross-functional teams. You drive customer satisfaction by reducing friction, boosting first contact resolution, and embedding customer-first behaviors. You'll shape a high-performance culture and leverage AI coaching tools to enhance outcomes.
Compensation / Benefits- Medical
- Dental
- Vision
- 401K with company match
- mental health support
- paid sick/holiday/vacation time
Responsibilities- Advocate for customers and guide the team to deliver positive experiences across phone, email, chat, and other channels
- Coach and motivate frontline agents, modeling empathy, active listening, de-escalation, and policy adherence
- Set clear service standards and hold the team accountable for quality and professionalism
- Handle or escalate customer issues beyond frontline authority with timely follow-up
- Monitor daily performance, scheduling, and case follow-through to meet productivity targets
- Collaborate with Workforce Management on coverage, backlogs, and routing priorities
- Ensure policy and regulatory compliance in all customer service and complaint handling
- Identify recurring issues via VOC and frontline insights to eliminate root causes
- Drive First Contact Resolution by empowering agents to own issues and minimize transfers
- Leverage AI coaching tools to improve performance and coaching effectiveness
- Promote consistent use of CRM notes and knowledge articles to reduce repeats
- Lead cross-functional collaboration to resolve customer-impacting issues and improve end-to-end experiences
- Support rollout of new processes, tools, and initiatives with adoption feedback
Key requirements- 3-5+ years of leadership in customer service or contact center environments (multi-channel preferred)
- Proven success in coaching teams to improve customer satisfaction, quality, and operations
- Working knowledge of contact center operations (schedule adherence, case management, KPIs like CSAT, FCR, AHT)
- Experience with CRM and contact center platforms; comfort using dashboards and reporting
- Strong communication, conflict resolution, and de-escalation skills
- customer-first mindset
- high accountability
- attention to detail
- CRM platforms
- contact center platforms
- dashboards and reporting
