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

• Team Management: 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