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CX Team Lead - Brand

New York, NY 10116

Posted: 01/06/2026 Job Number: 1784 Pay Rate: 100,000

Job Description


Our consumer tech client is growing fast, and they are looking for a CX Team Lead (~2+ years experience) who can own outcomes, raise the bar, and scale a high quality support operation across both in house agents and BPO partners. This is a hands-on leadership role for someone who thrives on accountability, clarity, and momentum.

You are

  • Fiercely accountable. You own outcomes, not excuses

  • A clear communicator. Direct, calm, and focused

  • A builder. You see problems as systems to improve

  • Steady under pressure. You lead when things get hard

  • Business minded. You balance empathy with operational rigor

  • A coach. You develop people and hold high standards

  • Comfortable with change. You move forward while others stall
In this role, you will

  • Lead and scale a team of CX agents across internal and BPO teams

  • Own the day-to-day relationship with BPO support partners

  • Ensure outsourced agents meet standards for quality, tone, accuracy, and speed

  • Partner with BPO leadership on staffing, coverage, training, and performance expectations

  • Monitor SLAs, KPIs, and quality results, addressing gaps quickly and directly

  • Ensure a consistent customer experience across all support channels

  • Manage escalations with urgency and good judgment

  • Improve workflows, processes, and internal documentation

  • Surface CX insights and trends to senior leadership

  • Build a customer focused, operationally excellent support culture
What success looks like

  • Faster and more consistent resolution times

  • CSAT trends upward quarter over quarter

  • Fewer escalations and clearer ownership when they occur

  • Strong performance parity between in house and BPO teams

  • A team that performs better because you are leading it
Experience we are looking for

  • 2+ years leading a CX or support team, ideally in a startup or high growth environment

  • Experience managing or working closely with BPO or outsourced support teams

  • Strong understanding of support metrics like SLAs, KPIs, and CSAT

  • Proven ability to build processes, coach agents, and drive accountability

  • A strong sense of urgency and ownership

  • Experience in technical support (big plus)
 

Meet Your Recruiter

J'Cee Sunshine

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