CX Specialist Lead
Most applications go out cold — see where you stand first. No sign-up to start.
Don't just apply. Show up ready.
Olive works from this exact posting — no sign-up to start.
At a glance
Job overview
Galls is hiring a CX Specialist Lead. The CX Specialist Lead provides day‑to‑day leadership, support, and coaching for the Specialist team, ensuring high customer experience and operational excellence. The role manages workflow, addresses escalations, monitors quality, and drives continuous improvement through coaching, development, and collaboration with leadership.
Key focus areas include Provide real-time support and guidance to Specialists throughout the day, Serve as the point of contact for team questions, concerns, and operational needs, and Assist in maintaining team engagement and fostering a positive work environment.
Important skills include Customer Service, Leadership, Coaching, Communication, Attention to Detail, and Quality Standards. Preferred (not required): Problem Solving, Escalated Issue Handling, Operational Workflow Management, and Multi‑Tasking.
Skills & qualifications
Skills
Qualifications
Full job description
Experience Required
3 - 5 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
CX Specialist Lead
Schedule: 11:00 AM - 8:00 PM
Position Summary
The CX Specialist Lead is responsible for providing day-to-day leadership, support, and coaching for the Specialist team while ensuring a high level of customer experience and operational excellence. This role serves as a key resource for frontline Specialists by managing workflow, addressing escalations, monitoring quality performance, and driving continuous improvement through coaching and development.
Key Responsibilities
Provide real-time support and guidance to Specialists throughout the day.
Serve as the point of contact for team questions, concerns, and operational needs.
Assist in maintaining team engagement and fostering a positive work environment.
Partner with leadership to communicate priorities, process updates, and business initiatives.
Conduct quality reviews to ensure adherence to company policies, procedures, and customer experience standards.
Identify performance trends and opportunities for improvement.
Deliver actionable feedback to Specialists through coaching sessions and development discussions.
Monitor and support achievement of individual and team performance goals.
Conduct regular side-by-side coaching sessions to enhance performance and skill development.
Assist with onboarding and training activities for new and existing team members.
Manage and monitor hold buckets
Handle complex customer situations and escalated cases requiring additional review.
Partner with leadership and cross-functional teams to resolve customer concerns effectively.
Qualifications
High School Diploma or GED required.
Associate's or Bachelor's degree preferred; equivalent experience may be considered.
Minimum of 3-5 years of leadership, supervisory, or team lead experience preferred.
Strong customer service and problem-solving skills.
Demonstrated leadership, coaching, and mentoring abilities.
Ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills.
Strong attention to detail and commitment to quality standards.
Experience handling escalated customer issues and operational workflows preferred.
EOE/Disability/Veterans
Galls is an EEO/AA/Minorities/Female/Disabled/Veterans Employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please call Human Resources at 859-266-7227 with the nature of your accommodation request and include the Galls location and the title of the job opening.
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
3775555
You've read the whole posting — now see how you match it.