Senior Team Lead, Customer Experience

About this role 

The Senior Customer Experience Team Lead owns late-day coverage (12PM–9PM ET) across the CX organization, leading a team of up to 15 Customer Experience Associates through the most complex and high-stakes customer interactions across chat, email, and phone. You won’t just lead a pod — you’ll be a trusted escalation partner and decision-making resource for ICs across the broader team during hours when senior leadership coverage is thinnest. As AI continues to handle a growing share of routine interactions, you’ll build your team’s confidence and capability in the work that requires human judgment, synthesis, and connection. You’ll develop your people into strong candidates for growth within CX and across the Ops organization, and contribute strategic thinking as we continue to specialize and tier our support model.

Role Specifications

This is a hybrid role requiring the candidate to work 12PM–9PM ET, Monday through Friday. Our hybrid requirements are Tuesday, Thursday, and one other weekday in the office. The candidate should have a suitable home office setup with a reliable high-speed internet connection for non-office days.

What you’ll do 

• Serve as the go-to escalation partner and decision-making resource for ICs across the org during the late shift — owning real-time guidance on complex platform issues, judgment calls, and high-stakes customer situations.
• Drive a standard of support on complex and challenging cases that directly contributes to customer retention. Empower ICs to make the right calls in nuanced situations by building strong decision-making frameworks, not just escalation paths.
• Develop ICs who are strong candidates not only for advancement within CX but for critical roles across the Ops organization. Connect daily work to the skills and behaviors on the career pathway so ICs can see where they're headed and what it takes to get there.
• Bring strategic thinking to how we continue to specialize and tier our customer support model. Take on projects within Production and cross-functionally within Ops that move the organization forward.
• Identify where our AI tooling is letting customers down and feed those insights into the right channels — not by owning the AI system, but by being closest to where it fails.

Qualifications

Must have:

• Proven experience leading and developing customer support teams of 8+ across multiple channels (chat, email, phone)
• Track record of coaching ICs through effective growth conversations, clear expectation-setting, and consistent performance management
• Sound judgment and decision-making in high-stakes, real-time customer situations
• Ability to influence across teams without positional authority
• Resilience under pressure and comfort operating as the most senior leader available during your shift
• Strong interpersonal skills — especially reading intent and navigating tension

Nice to have:

• Experience working in an environment where AI handles a meaningful share of support volume
• Familiarity with capacity planning, scheduling, and intraday adherence in a multi-channel contact center
• Track record of developi