Customer Experience Team Leader III

Location: Arlington, Texas, United States; hybrid schedule with two days per week in the office

Company

Global captive auto-finance provider offering retail financing, leasing, and commercial lending products through relationships with auto dealers.

What you will do

• Lead teams serving customers through multiple communication channels and supporting inquiries about financial products and services.
• Execute strategies and initiatives to improve customer experience and contact-center performance.
• Coach, develop, and engage team members while supporting productivity, retention, and employee satisfaction.
• Drive departmental KPIs, standardized processes, and consistent platform usage.
• Support staffing, hiring, recognition, salary increase, performance evaluation, and termination recommendations.
• Maintain compliance with company policies and laws while addressing inappropriate conduct and workplace concerns.

Requirements

• Two to three years of relevant experience, including at least one year in a leadership capacity at the company.
• Advanced knowledge of company accounts, policies, and procedures.
• Strong leadership, communication, interpersonal, conflict-management, selling, and negotiation skills.
• Experience in a customer service environment or related work experience.
• High school diploma or equivalent required; associate, bachelor's, or master's degree may be preferred or accepted as part of an equivalent combination of education and experience.
• Visa sponsorship is not available for this position.

Nice to have

• Associate, bachelor's, or master's degree.
• Demonstrated commitment to self-improvement through an individual development plan.

Culture & Benefits

• Flexible hybrid work environment with potential shift changes and daily service-level requirements.
• 401(k) matching and benefits available from the first day.
• Twelve weeks of fully paid bonding leave for new parents.
• Tuition assistance, training, employee auto discount, community service pay, and nine company holidays.
• AI-enabled work environment with tools such as Microsoft Copilot and an emphasis on responsible AI use, accuracy, compliance, bias evaluation, and data protection.