Customer Experience Team Lead

About This RoleAI processing…

Key Responsibilities

• 1
  Help develop a team of customer experience representatives delivering support directly to our customers
• 2
  Provide ongoing coaching and performance feedback to drive strong customer outcomes and team development
• 3
  Handle escalated customer concerns and resolve complex issues with urgency and professionalism
• 4
  Oversee daily operations including queue management, workforce coordination, and service-level adherence
• 5
  Monitor team performance metrics and partner with leadership to drive continuous improvement
• 6
  Collaborate with QA, operations leaders, and compliance teams to maintain quality standards and ensure regulatory alignment
• 7
  Lead by example by supporting the queues and our customers directly during times of surges

Requirements

• Active FINRA Series 7 and Series 63 ; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
• Strong coaching and leadership skills with a passion for developing frontline talent
• Excellent written and verbal communication skills
• Proven ability to operate in a fast-paced, high-volume environment while managing competing priorities
• Strong analytical and problem-solving skills with attention to detail
• Flexibility in scheduling to support business needs

Perks & Benefits