Cx Operations Leader

The Role

This role involves leading and supporting the Engage CX team to achieve technical support goals by managing daily operations, streamlining processes, and optimizing resources.

What You’ll Be Doing

The CX Operations Lead at Engage CX manages daily technical support, mentors the team, oversees onboarding, and ensures high customer service standards. Key responsibilities include building client relationships to boost satisfaction and retention, managing post-onboarding communication, collaborating with sales on renewals and growth, sharing best practices, and driving continuous training. The role also involves monitoring performance, managing workloads, and fostering team engagement and improvement.

About You

– Minimum of 5 years of leadership experience overseeing technical support or customer service teams

– Proven background as a Technical Support Representative (TSR) or Customer Service Representative (CSR).

– Demonstrated ability to coach, mentor, and develop team members to enhance performance and engagement.

– Excellent communication and interpersonal skills to build strong client relationships and collaborate cross-functionally.

– Experience in performance management, employee onboarding, and effectively resolving escalated customer issues.