Customer Experience Team Lead

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 negat