Customer Experience Team Lead

Job Description

The Customer Experience Team Lead is responsible for overseeing a team of front-line call center agents, ensuring high levels of customer service, productivity, and adherence to company standards. This position plays a critical role in maintaining service quality, coaching team members, managing daily operations, and acting as a liaison between agents and management. 

Your Role At Sixt

• You supervise, coach, and motivate a team of contact center agents handling customer contacts
• You are aware of team performance and KPIs (e.g., call handling time, first call resolution, Quality Score and feedback, customer satisfaction) for development and support
• You provide real-time assistance to agents on escalated calls or challenging situations
• You conduct regular one-on-ones, performance reviews, and team meetings
• You ensure agents adhere to scripts, protocols, and compliance requirements
• You identify training needs and coordinate additional coaching or development
• You support the implementation of new processes, systems, and initiatives

Your Skills Matter

• Education You have an Associate’s degree or 3-5 years of experience dealing with high visibility customer issues required 
• Conflict Resolution Resolve complex and high-impact customer issues with professionalism and efficiency
• Team Collaboration You collaborate cross-functionally with global internal teams and stakeholders to drive issue resolution and continuous improvement
• Communication Effectively communicate with all levels of leadership, including executives and ownership
• Decision Making You utilize advanced decision-making skills to assess situations and determine appropriate actions
• Time Management You manage multiple priorities through strong organizational and time-management capabilities

What We Offer

• Comprehensive Health & Insurance Access healthcare coverage (medical, dental, vision), life insurance, critical illness, hospital indemnity, pet insurance, and a 401k retirement plan 
• Paid Time Off & Sick Leave Benefit from PTO, sick leave, and a healthy work-life balance 
• Exclusive Employee Rentals Benefit from employee-only rental rates, with family rental options and exclusive discounts for employees 
• Additional Perks Experience the advantages of working in a cutting-edge office in Downtown Tulsa, free parking and ample opportunities for professional advancement  

Additional Information

About Us:

We are a globally leading mobility service provider with a revenue of €4.00 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi, ride, and chauffeur services), and SIXT+ (car subscription), giving our customers access to our fleet of 350,000 vehicles, the services of 4,000 cooperation partners, and around 5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,000 rental stations. At SIXT, top-tier customer experience and outstanding customer service are our highest priorities. We believe in true entrepreneurship and long-term stability and align our corporate strategy with foresight. Get started with us and apply now!