Customer Experience Team Lead

Company Introduction

WorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.

Job Description

The Customer Experience Team Lead at Envision by WorldStrides plays a pivotal role in fostering a cohesive and high-performing team environment. By coaching and supporting Customer Experience Team members, the Team Lead ensures processes are streamlined and effectively aligned to deliver an exceptional experience for enrolled families. Additionally, the Team Lead prioritizes team metrics established by the Manager and collaborates actively to enhance overall team performance, driving efficiency and satisfaction across operations.

Responsibilities:

• Lead and motivate the Customer Service team to achieve performance goals and deliver exceptional service
• Conduct regular team meetings and ensure ongoing professional development for team members
• Implement customer service strategies to enhance the overall customer experience
• Monitor customer feedback and the team’s performance
• Ensure daily operations are managed within the established performance and productivity indices for the assigned team member
• Implement and maintain customer service standards, policies and procedures
• Monitor escalations during live calls and work with management on talking points to de-escalate as much as possible
• Collaborate with Manager to address and resolve team issues affecting the customer’s satisfaction
• Implement process improvements to enhance the efficiency and effectiveness of the Customer Service team
• Maintain the team aligned with updated customer service standards, policies and procedures in the industry
• Monitor/Audit regular reports on customer service performance, trends, and insights with the manager
• Using data helps with the preparation and implementation of decision-making and strategy adjustments.

 Qualifications:

• Bachelor’s degree in business, communication, or related field; advanced degree is a plus
• Proven experience in customer service management role, preferably in the travel or education industry
• Demonstrated experience leading high-performing teams
• Strong leadership skills with the ability to inspire and motivate others
• Exceptional verbal and written communication skills
• Ability to coach during live calls and emails to ensure both are at the same standard level required
• Strong analytical and problem-solving skills
• Proficiency in using customer service software, and CRMs
• Comfortable leveraging various communications channels, including phone, email and chat platforms
• Ability to adapt to changing circumstances and priorities
• Willingness to learn about new travel destinations and educational programs
• Strong organizational and project management skills

Work Perks:

• Fun & driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance. 
• +10% of gross salary as food stamps. 
• 1 paid volunteer day & 25 PTO* days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Statutory Holidays by Mexican Federal Labor Law.
• Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
• Flexible work schedule providing on-site and hybrid opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness opportunities.
• Employee Assistance Program (EAP)
• Paid statutory parental leave.