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.
- 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