Customer Experience Lead

TL;DR

Customer Experience Lead: Managing a team of 10–15 agents delivering exceptional service to Medicare Advantage members and providers with an accent on coaching, performance management, and operational excellence. Focus on monitoring KPIs, ensuring compliance, leveraging AI tools for insights, and driving continuous improvement initiatives.

Location: Onsite full-time in Houston, Texas, United States. Rotating shifts 8:00am–8:00pm CST, including weekends during peak season (October–March).

Salary: $92,000 - $120,000 USD

Company

Health insurance company leveraging data, technology, and Clover Assistant to provide affordable preventive care for seniors.

What you will do

• Mentor and develop a team of 10–15 agents through coaching, one-on-ones, and performance management.
• Lead daily huddles and check-ins to align on goals, resolve escalated issues, and ensure exceptional service.
• Monitor KPIs like quality, satisfaction, and efficiency; ensure compliance with SOPs and regulations.
• Identify challenges, streamline processes, optimize scheduling, staffing, and workload balance.
• Collect customer insights to inform leadership, support system rollouts, workflow enhancements, and training.
• Guide team through changes in workflows, tools, and priorities with clarity and consistency.

Requirements

• 4+ years contact center experience, including 2–3 years in lead/supervisory role
• Experience leading diverse, high-performing teams with passion for coaching.
• Thrive in fast-paced, metrics-driven environment with strong accountability.
• Experience with IVR systems and customer engagement platforms.
• Curious about technology, open to AI tools for efficiency and experience improvement.
• Agile, adaptable with strong coaching, de-escalation, and conflict resolution skills.

Culture & Benefits

• Competitive base salary, equity, performance bonuses, 401k matching, compensation reviews.
• Comprehensive medical, dental, vision coverage for employees and families.
• Mental health support, No-Meeting Fridays, monthly holidays, flexible time-off.
• Professional development: learning programs, mentorship, funding, feedback.
• Employee Stock Purchase Plan, paid parental leave.