Lead CX, Association Services, Customer Support

YMCA of the USA · via Remote Communications Jobs

💰 $83,000 - $100,000/yr 🌎 Remote 📍 Remote, Illinois ⌛ Posted 12 days ago

Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience
Lead day-to-day intake, triage, routing, and escalation across multiple queues
Prioritize workload, resolve barriers, and ensure inquiries are handled accurately and consistently within service standards
Champion omni-channel support across phone, email, Salesforce cases, TalkDesk, Teams, and other digital channels
Maintain call center software, including IVR settings, dashboard reporting, and metrics
Supervise, coach, train, or provide day-to-day leadership to Customer Experience staff
Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score
Use Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats
Serve as a lead resource for frontline support and operational execution
Connect day-to-day service activity with Network Experience goals, team priorities, and continuous improvement efforts

Bachelor’s degree required in a relevant field such as Business or related disciplines
2–4 years of experience required
Intermediate functional skills
Some industry knowledge and experience
Routine and advanced functional tasks
Decision-making authority within a defined scope
Internal and external communication
Moderate team influence
Some supervision is required for tasks; leads self
Ability to work Central Time Zone hours, typically 8:00 a.m.–4:30 p.m. CT
Some travel may be required, no more than 10%

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