Customer Experience Lead- Washington, DC

Full-timeIn person

Posted

Oct 29, 2026

Closes

Jan 27, 2027

Job Description

Customer Experience Lead- Washington, DC

Skills relevant to this opportunity

Difficult customers and de-escalation moments — resolve autonomously without supervisor intervention.
Tier-2 complex cases (fraud holds, account closures, regulatory complaints) — handle within company authority limits.
Cross-functional partner teams (billing, fulfillment, fraud, legal) — collaborate to resolve multi-step issues.
Coaching newer reps on call recordings — provide actionable feedback in formal review sessions.
Workflow process gaps — identify and propose to the team lead for QA improvement.
Subject-matter depth in 1–2 product lines — develop and become a team go-to.