Your Role on Our Journey:
As the Customer Experience Team Lead, you will play a key role in ensuring our Customer Experience team consistently delivers outstanding service and support to our drivers. You'll mentor and motivate a team of Consultants, handle escalations, and drive process improvements. Your leadership will be essential in fostering a positive, proactive environment that prioritizes driver satisfaction, operational efficiency, and continuous improvement.
Your Day-to-Day Adventures:
- Lead, support, and inspire a team of Customer Experience Consultants, ensuring they meet service standards and performance goals.
- Oversee and ensure prompt, effective resolution of driver requests, concerns, and follow-ups, aiming for high satisfaction level.
- Act as a point of escalation for complex driver issues, providing solutions or recommendations and maintaining driver satisfaction.
- Regularly review team performance metrics, identify areas for improvement, and implement coaching and training to address gaps.
- Develop and refine processes to improve customer support efficiency and consistency, always aiming for the best standards.
- Maintain strong, lasting relationships with drivers, fostering a supportive community within the Lumens ecosystem.
- Collaborate with the team to identify upselling opportunities for new vehicle upgrades or contract renewals.
- Continuously collect driver's feedback, analyze trends, and provide insights to improve Lumen's service offerings and customer journey.
What Makes You a Perfect Fit:
- At least 5 years of experience in a customer-focused role, with at least 2 years in a Team Lead of Supervisory position
- Strong problem-solving skills with an empathetic, proactive approach to resolving driver issues
- Demonstrated ability to lead and inspire a team, with a track record of achieving or surpassing performance goals
- Ability to identify and act on upselling opportunities, blending customer support with sales-driven objectives
- Proficient in using CRM systems and reporting tools to monitor team performance and identify areas for improvement
Ready to Drive the Extra Mile?
Send your resume that showcases your unique spark to us today. If your journey aligns with ours, we'll get in touch soon!
