Customer Experience Team Lead - Richmond, Va

Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.

The Customer Experience team is the first stop for travelers who need assistance, answers, or just a little peace of mind. No matter if it’s a trip hiccup or a quick question, we respond fast, with real humans (not bots), real solutions, and real care. At Faye, customer experience means more than just great service, it’s about making genuine connections with our travelers and turning their travel mishaps into stress-free resolutions.

We’re looking for a Customer Experience Team Lead to manage and mentor a team of agents in our office in Richmond 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: Assisting our Seniors and front line with escalations and manager calls.
• Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
• Professional Growth: Guided and developed agents, helping them advance their careers and enhance their expertise.
  
  

Requirements:

• 3+ years of experience as a Team Lead in customer support.
• Experience with shift management, workforce optimization, and 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.
• Excellent communication and coaching skills.
• Experience with our systems - Front / Talkdesk - advantage