NA Customer Relations Team Process Lead in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a NA Customer Relations Team Process Lead based in the United States.

This role plays a critical leadership and coaching function within a customer relations environment, ensuring that service teams operate with consistency, accuracy, and a strong customer-first mindset. You will act as a process expert, guiding agents through complex cases, identifying performance gaps, and driving continuous improvement across end-to-end workflows. The position requires strong analytical thinking and the ability to resolve highly complex or unique operational issues independently. You will collaborate closely with quality assurance and training teams to strengthen capabilities and improve service delivery standards. In addition, you will support real-time escalations and provide actionable feedback to enhance agent performance. This is a highly influential role that directly impacts customer satisfaction, operational efficiency, and team development.

• Coach, mentor, and guide customer relations agents by reinforcing process knowledge, building confidence, and fostering a growth-oriented team culture focused on performance and continuous improvement.
• Partner closely with Quality Assurance teams to review audit results, provide structured feedback, and ensure timely completion of QA metrics and performance targets.
• Conduct deep-dive analyses of scorecard trends and red metrics to identify process gaps, training needs, and opportunities for operational improvement.
• Provide real-time support for escalated customer cases, including supervisor call handling, complaint analysis, and delivering clear follow-up feedback to agents.
• Collaborate with training teams to address knowledge gaps and improve onboarding, tools usage, and overall service effectiveness.
• Monitor compliance with internal procedures and ensure consistent use of systems and tools to maintain high-quality customer outcomes.

• High school diploma or equivalent required; 3–5 years of relevant experience in customer relations, escalations, or operational support preferred, or equivalent combination of education and experience.
• Strong background in customer-facing environments, including remote or phone-based support roles.
• Excellent written and verbal communication skills in English, with the ability to clearly convey feedback and guidance.
• Proven ability to analyze processes, identify issues, and contribute to operational improvements.
• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Advanced computer proficiency and familiarity with customer service and case management tools and systems.
• Demonstrated ability to coach, mentor, and support team members effectively.
• Strong problem-solving skills, attention to detail, and accuracy in handling data and documentation.

• Competitive annual salary ranging from $52,750 to $79,650 USD, with potential additional bonus and/or equity opportunities (U.S. candidates only)
• Comprehensive health, dental, and vision insurance coverage
• Short-term and long-term disability insurance
• Life insurance and employee assistance program
• Flexible spending accounts (FSA)
• Generous paid time off, including flexible vacation and sick leave
• Paid parental leave (4–12 weeks depending on tenure)
• Paid holidays (11 per year)
• Structured environment supporting professional development and internal growth opportunities