Customer Experience Team Leader

Role overviewThis position leads a frontline customer service team handling round-the-clock interactions across multiple support channels, including voice, email, chat, chatbot, and social media, for the Americas. The role focuses on strong team leadership, performance oversight, process consistency, and ongoing improvements to customer experience. It also requires close partnership with internal and external stakeholders, a detail-oriented mindset, and a data-driven approach to continuous improvement.Key accountabilitiesGuide the team so service processes run safely, smoothly, and under control, with work completed accurately, on time, and to customer expectations.Track deadlines and make sure all work affecting customer relationships or operational outcomes meets the highest quality standards.Understand the procedures and working methods relevant to the business area, along with the internal processes that support them.Hold regular one-to-one discussions with direct reports to review performance and build career development plans.Complete half-yearly and annual performance appraisals for team members.Run monthly team meetings with direct reports.Build the team’s skills, knowledge, and capability through proactive coaching and development.Create a team culture that encourages continuous improvement and a growth mindset.Act as the first point of escalation for issues raised by the team.Define, track, and improve KPIs in line with service-level agreements.Coordinate with other team leaders and FBT to meet operational goals and share learnings and ideas.Follow the requirements set out in EMS/QMS systems.Take ownership of projects or change requests from business or enabling teams, assessing related risks and impacts on processes and staffing.Maintain effective working relationships with key stakeholders, customers, and external service providers.Develop and refine processes and procedures in line with company standards.Act as a cross-functional link to share guidance across FBT and other areas of the business.Work with business partners as a subject-matter expert to support new business needs or respond quickly to supply disruption.Use technology, procedures, and data-led improvement methods to deliver high-quality, cost-effective accounting and control outcomes.Carry out people-management duties in line with company policy and applicable laws, including work allocation, coaching, performance review, rewards, discipline, complaint handling, and problem resolution.Ensure team members follow HSSE policies and procedures.Leadership expectations and challengesDrive improvement opportunities continuously and implement solutions for complex and high-impact issues.Work at pace while collaborating effectively, managing risk, communicating clearly, thinking globally, and demonstrating the company’s values and behaviours.Promote agile ways of working by applying agile principles and championing them in daily practice.Apply digital-first thinking by using automation, digital expertise, and data analysis to develop effective solutions.Build team capability by encouraging learning, new skills, fresh approaches, and growth opportunities.Recognize that strong people management and SLA delivery are essential measures of success.Deliver broader results through customer experience improvement, process standardization, and cost benefits to the business.Additional informationThe role requires effective teamwork across organizational boundaries and the ability to build trust and collaborative working relationships.Strong personal effectiveness is important, including communication, time management, listening, and facilitation.The position calls for a flexible, supportive, and team-oriented approach.Innovation is expected through fresh ideas, improved working methods, and faster, more efficient systems.Sound judgement is needed to assess options, manage risk, and make business or technical decisions that affect operations or project outcomes.The role demands resilience, strong performance under pressure, and the ability to balance conflicting priorities while producing quality results.There is an expectation to simplify and standardize team processes, reduce complexity, and share outcomes beyond the team where appropriate.The role includes support for telephony strategy and the technology platform used by the team.The company is an equal opportunity employer and values diversity. Hiring decisions are made without discrimination based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability.Reasonable accommodation will be provided for candidates or employees with disabilities during the application, interview, or job performance process upon request.Education and experienceA bachelor’s degree or equivalent experience from an accredited institution is required. Candidates should have 10 to 12+ years of total experience in customer service, including 6 to 8 years in people management within customer service. Experience leading omnichannel operations is mandatory, along with a proven record of coaching and guiding high-performing teams. Strong verbal and written communication skills are essential.Desired capabilitiesPreferred strengths include strategic thinking, global awareness, leadership, decision-making, change management, customer understanding, relationship building, cross-functional collaboration, people development, and a strong track record of continuous improvement. Proficiency in Microsoft Office is desirable, as is experience with Genesys, Avaya, or Nortel telephony and email workflows, plus chatbot and social media operations. Candidates should also be able to interpret systems and integration outputs, assess KPIs, and bring strong analytical, control, and financial accounting skills.