CX Team Lead jobs in United States
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amp · 1 day ago

CX Team Lead

positionNew York, United States
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date2+ years exp

amp is leading the fitness evolution with AI-powered workouts delivered to homes. They are seeking a CX Team Lead to scale a high-quality support operation and ensure a consistent customer experience across various support channels.

AppsArtificial Intelligence (AI)FitnessPersonal HealthSoftware
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H1B Sponsor Likelynote

Responsibilities

Lead and scale a team of CX agents across internal and BPO teams
Own the day-to-day relationship with BPO support partners
Ensure outsourced agents meet amp’s standards for quality, tone, accuracy, and speed
Partner with BPO leadership on staffing, coverage, training, and performance expectations
Monitor SLAs, KPIs, and quality results, addressing gaps quickly and directly
Ensure a consistent customer experience across all support channels
Manage escalations with urgency and good judgment
Improve workflows, processes, and internal documentation
Surface CX insights and trends to senior leadership
Build a customer focused, operationally excellent support culture

Qualification

CX team leadershipBPO managementSupport metrics understandingProcess buildingCoaching agentsClear communicationProblem-solvingAdaptabilityCustomer focus

Required

2+ years leading a CX or support team, ideally in a startup or high growth environment
Experience managing or working closely with BPO or outsourced support teams
Strong understanding of support metrics like SLAs, KPIs, and CSAT
Proven ability to build processes, coach agents, and drive accountability
A strong sense of urgency and ownership

Preferred

Experience in technical support (big plus)

Benefits

High trust and high autonomy
Direct access to leadership and real influence on how things are built
A chance to shape how customer experience scales at amp
A team that values clarity, ownership, and progress

Company

amp

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AMP is a fitness company that develops a fitness device and app to track and perform personalized strength training.
dateFounded in 2020
location
New York, New York, USA
people-size51-200 employees
web-link
https://www.ampfit.com/

H1B Sponsorship

amp has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)

Funding

Current Stage
Growth Stage
Company data provided by crunchbase