Job Description
TheCustomer Experience Lead -Bilingual is a hands‑on CX leader who thrives in complexity, sees friction as opportunity, and uses AI as a force multiplier to elevate every customer interaction. This role blends operational ownership with people leadership: you will guide a high-performing team, manage service metrics end-to-end, and shape how technology transforms the customer journey. With a strong command of CRM platforms, a data-driven mindset, and a commitment to high-integrity operations, you will ensure customers receive fast, accurate, and consistently excellent support while driving continuous improvement across the organization.
Key Responsibilities
- End-to-end CX Operations — Oversee customer interactions from first contact to resolution across phone, email, chat, and portal.
- Team Leadership — Manage KPIs, quality reviews, coaching, scheduling, and escalations.
- CRM Ownership — Maintain accuracy of cases, queues, ...