Customer Experience Team Lead

Description Who We Are Faye is the fastest-growing travel protection company in the U.S., and the highest-rated by travelers who use it trip after trip. We’ve raised $100M to build the autonomous platform for traveler care: insurance, travel care, real-time information, and finance in one place, powered by AI and a team that moves fast. We’re there for travelers throughout their entire journey, from the moment they book to the moment they’re back home. The bar is a 6-star experience, 24/7: near-instant payouts, an award-winning app and real support when travel goes sideways. It’s hard to pull off. That’s the point. Come build what’s next with us. What We’re Looking For We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our Richmond, Virginia office as part of our global CX team. In this role, you’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You’ll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.

Responsibilities

Lead, mentor, and support a team of 10-15 CX agents. Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance. Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions. Escalation Handling: Assist our front line and senior agents with escalations and manager calls. Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency. Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise. Team Staffing: Work closely with the Talent Acquisition team to interview, evaluate & select qualified candidates for hire.

Requirements

2+ years of experience as a team lead, manager or supervisor in a customer support environment. Experience with shift management, workforce optimization, and/or customer communication tools Strong coaching and problem-solving skills with a passion for team development. Data-driven mindset with experience tracking KPIs and using reports to improve performance. Ability to work in a fast-paced, data-driven environment while ensuring top-notch service. Technologically adept with a focus on AI-driven solutions An intuitive interviewer who makes confident hiring decisions while maintaining a team culture of excellence Excellent communication and coaching skills Experience with systems like Front and/or Talkdesk would be an advantage

Qualifications