Company: Filterbuy, Inc.
Position: Customer Experience Team Lead
Duration: Full-Time
Location: Remote
Salary Midpoint: $52,00 - $72,000

Filterbuy, a leader in the air quality and ecommerce space, is seeking a highly organized and solutions-focused Customer Experience Team Lead to support the day-to-day operations of our Customer Experience department.

The Customer Experience Team Lead is a hands-on frontline leader responsible for supporting daily customer service operations, assisting agents in real time, managing customer escalations, supporting refunds and payment disputes, monitoring operational performance, and helping ensure service expectations are consistently met.

This role will report to the Senior Supervisor of Customer Experience and will serve as a first point of leadership support for frontline Customer Experience employees. The Team Lead will help resolve operational and customer issues in real time while escalating higher-level concerns when appropriate.

This position may be an excellent internal growth opportunity for a current Filterbuy employee. Existing knowledge of Filterbuy's products, filters, inventory, customers, and internal processes would be a significant advantage.

Responsibilities include, but are not limited to:

• Provide day-to-day operational support across phone, email, and chat.
• Serve as a first point of leadership support for frontline Customer Experience agents.
• Monitor daily queues, volume, agent availability, and operational coverage.
• Assist with real-time staffing adjustments to maintain service levels.
• Monitor breaks, lunches, schedule adherence, call-outs, and daily coverage needs.
• Coordinate coverage for PTO, meetings, training, and unexpected volume changes.
• Provide real-time guidance to agents through Slack and other internal communication channels.
• Reinforce departmental procedures, policies, service standards, and performance expectations.
• Serve as the first leadership level for escalated customer situations.
• Research and resolve complex customer concerns within established guidelines.
• Support agents in determining appropriate customer resolutions.
• Escalate severe, sensitive, legal, reputational, or higher-risk customer situations to the appropriate level of leadership.
• Partner with the Senior Supervisor of Customer Experience on refunds and payment disputes.
• Review and process refunds within established company policies and approval guidelines.
• Research payment disputes and gather information necessary for appropriate resolution.
• Identify unusual refund or dispute activity and escalate potential trends or risks.
• Maintain accurate documentation related to refunds and payment disputes.
• Help ensure consistent application of refund and dispute policies across the team.
• Monitor service level, abandonment, queue volume, agent availability, and other real-time performance indicators.
• Identify operational issues that could negatively affect customer service performance.
• Communicate significant performance or coverage concerns to the Senior Supervisor of Customer Experience.
• Assist with maintaining daily accountability and operational expectations.
• Identify recurring agent questions or knowledge gaps and communicate them to the appropriate training resource.
• Help communicate process changes, policy updates, operational priorities, and important company information to frontline employees.
• Support implementation of new systems, processes, products, and operational initiatives.
• Help ensure agents understand changes before they begin impacting customers.
• Surface recurring customer or operational issues to CX leadership.
• Recognize strong employee performance and contributions.
• Help maintain a supportive, accountable, and solutions-focused team environment.
• Encourage employees to raise questions and identify potential customer or operational issues.
• Support the development of employees interested in future leadership opportunities.
• Perform other duties as assigned.

Required Skills and Qualifications

• Previous Customer Experience or customer service experience, preferably in a high-volume environment.
• 2 years of team leadership in a customer service role
• Previous leadership, team lead, senior representative, or similar experience preferred.
• Strong understanding of customer service operations.
• Ability to provide real-time guidance and support to frontline employees.
• Demonstrated ability to professionally handle escalated and complex customer situations.
• Strong problem-solving and decision-making skills.
• Ability to research issues, determine appropriate resolutions, and recognize when further escalation is necessary.
• Strong attention to detail and accuracy, particularly when handling refunds, payment disputes, customer accounts, and documentation.
• Ability to effectively manage multiple priorities and changing operational needs.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to coach, guide, and support employees while reinforcing performance expectations.
• Comfortable working with customer service systems, communication platforms, and performance reporting tools.
• Ability to adapt quickly to changing priorities, systems, policies, products, and customer needs.
• Strong sense of ownership, urgency, professionalism, and sound judgment.
• Ability to work collaboratively with Customer Experience leadership and cross-functional teams.

Nice to Haves:

• Current or previous Filterbuy experience.
• Knowledge of Filterbuy filters, products, inventory, ordering processes, and customer experience procedures.
• Experience handling customer escalations.
• Experience processing or reviewing refunds and payment disputes.
• Experience monitoring customer service metrics such as service level, queue volume, abandonment, agent availability, and schedule adherence.
• Previous experience coaching, mentoring, training, or supporting frontline employees.
• Experience in ecommerce or another high-volume customer service environment.
• Demonstrated interest in continued leadership growth.

This job description is not all-encompassing; however, it is intended to be a general description of the responsibilities of this position.

Company Overview

We are a leading ecommerce company with a mission to deliver high-quality products and exceptional customer experiences. As we continue to grow, we're looking for a Customer Experience Team Lead to strengthen daily operations, support our frontline employees, resolve customer issues, and help ensure we consistently deliver an exceptional customer experience.

Filterbuy provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other legally protected category.