CX Team Lead: Coaching & KPI-Driven Support

Faye is seeking a Customer Experience Team Lead to manage and mentor a team of 10-15 CX agents in our Richmond, Virginia office as part of our global CX team. You’ll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. You will coach, mentor, and develop agents, handle escalations, and drive KPI performance. Collaboration with Talent Acquisition to hire, train, and scale the team will be a core part of this role.