Top 1619 Customer service team lead Jobs in Surprise, Az

Customer Experience Support Manager
10X Health System —Scottsdale, AZ
- $70,000 - $77,000 a year
- Weekends as needed
- Mid-level
- 3 years
- Experience equivalent to degree accepted
- Health insurance
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5d
(USA) Member Team Lead
Sam's Club —Surprise, AZ
- $22 - $30 an hour
- 18 years or older
- High school
- Merchandising
- Paid jury duty
- Disability insurance
14d
Customer Service Supervisor
DHL —Waddell, AZ
- $60,000 - $90,000 a year
- Full-time
- Mid-level
- Bachelor's degree
- Continuous improvement
- Paid holidays
- Health insurance
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4d
Customer Service Representative
DHL —Goodyear, AZ
- $21.35 an hour
- Full-time
- Microsoft Outlook
- Office
- High school diploma or GED
- Paid holidays
- Health insurance
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MVD Customer Service Representative
Arizona Auto License Services —Phoenix, AZ
- $35,000 - $65,000 a year
- Overtime
- Computer literacy
- No experience needed
- Office
- On-the-job training
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7d
Banking Relationship Servicing - Customer Care- Hybrid
American Express —Phoenix, AZ
- $20 - $24 an hour
- Full-time
- Hybrid work
- Mid-level
- US work authorization
- Fair chance
- Paid parental leave
- Health insurance
9d
Customer Service
Polly's Pies —Sun City, AZ
- $20.00 - $20.50 an hour
- Weekends as needed
- Basic math
- Analysis skills
- Organizational skills
- Flexible schedule
Customer Experience Team Lead
Whatnot —Phoenix, AZ
- $90,000 - $100,000 a year
- Full-time
- Remote
- 5 years
- SQL
- Supervising experience
- Paid parental leave
- Health insurance
MVD Customer Service Representative
Arizona Auto License —Avondale, AZ
- $35,000 - $65,000 a year
- Overtime
- Computer literacy
- No experience needed
- Office
- Paid training
- Health insurance
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7d
Manager, Customer Service I
Chewy —Phoenix, AZ
- Full-time
- Mid-level
- Travel
- Mentoring
Customer Service Representative
TransPak, Inc. —Surprise, AZ
- $19 an hour
- Monday to Friday
- Bilingual
- Office
- High school diploma or GED
- Paid holidays
- Health insurance
Quick Apply
Customer Experience Category Specialist
Quince —Phoenix, AZ
- $26 an hour
- Remote
- Background check
- Writing skills
- Continuous improvement
- Paid training
- Health insurance
11d
Customer Service Representative - State Farm Agent Team Member
Jay Myles - State Farm Agent —Glendale, AZ
- $48,000 - $62,000 a year
- Full-time
- Office
- Administrative experience
- Organizational skills
- Paid time off
Quick Apply
Customer Service Representative
Tesla —Litchfield Park, AZ
- Full-time
- Customer service
- Communication skills
- Entry level
- Commuter assistance
- Health savings account
14d
Customer Service Rep
Eclipse Advantage —Waddell, AZ
- $23.25 an hour
- Call employer
- High school diploma or GED
- Warehouse
- Organizational skills
- Health insurance
- Dental insurance
Quick Apply
Customer Service Representative - State Farm Agent Team Member
Nanette Mcclelland-Miller - State Farm Agent —Anthem, AZ
- $60,000 - $90,000 a year
- Full-time
- Office
- Communication skills
- Entry level
- Health insurance
- Dental insurance
Quick Apply
Customer Service & Activation Representative
Wyyerd Group LLC —Surprise, AZ
- Full-time
- Mid-level
- Residential
- High school diploma or GED
Quick Apply
Customer Service Representative
Reliance Heating & Air Conditioning —Phoenix, AZ
- $20 - $24 an hour
- Full-time
- Office
- Administrative experience
- High school diploma or GED
- Paid holidays
- Disability insurance
Quick Apply
14d
Director - Customer Success Operations
Clear Demand —Phoenix, AZ
- $125,000 - $135,000 a year
- Full-time
- Remote
- 5 years
- SQL
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
Customer Success Specialist
1Valet —Phoenix, AZ
- $60,000 a year
- Full-time
- Remote
- Computer Science
- Marketing
- Mid-level
- Paid holidays
- Work from home
Quick Apply

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Customer Experience Support Manager

10X Health System -
Scottsdale, AZ

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Job Details

Full-time
$70,000 - $77,000 a year
5 days ago

Benefits

Health insurance

Qualifications

Performance dashboard reports
Knowledge management
Managing technical support teams
Managing teams in a customer support role
Tooling
Standard Operating Procedures (SOPs) implementation
Dashboard creation
Dashboard creation support
Process design
Metrics Reporting
Data summary reports
Quality reports
Customer support ticket management
Sales management systems proficiency
Customer service knowledge base
CRM system proficiency
Business operations
Healthcare performance metrics analysis
Standard operating procedures (SOPs)
Call center management
Healthcare data reporting
Standard operating procedures drafting

Full Job Description

BASE COMPENSATION: $70,000 - $77,000 annually
LOCATION: Scottsdale, AZ
WORKPLACE SETTING: Onsite

POSITION SUMMARY
The Customer Experience (CX) Support Manager is a member of the CX leadership team and the connective tissue between 10X Health's internal escalation team and our outsourced Tier 1 contact center. This role owns the processes, metrics, content and day-to-day operating relationship that keep both teams performing at a 10X standard. You are the subject matter expert our BPO partner relies on, the escalation quarterback our internal team trusts, and the data storyteller who keeps CX leadership informed and ahead of the curve.

This is not a passive coordinator role. You bring structured thinking, workflow discipline, and an obsession with performance data to everything you touch. You'll design the processes, monitor the metrics, and drive the accountability loops that separate a good contact center from a great one. You work quickly in ambiguity, focused and efficient

ABOUT 10X HEALTH SYSTEM
10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance.

The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

OBJECTIVES
BPO Partnership & Liaison

Serve as the primary day-to-day point of contact between 10X Health and the outsourced Tier 1 contact center, managing the operational relationship and holding the BPO accountable to SLAs and performance standards
Lead regular cadence meetings with the BPO (daily standups, weekly/monthly business reviews) to communicate policy changes, product updates, and performance expectations
Translate new products, programs, and protocols into training-ready content for Tier 1, coordinating with BPO training leads to ensure timely rollout and comprehension

Content & Process Ownership

Own all customer-facing content: scripts, FAQs, knowledge base articles, job aids with escalation trees, and SOPs — keeping them current, accurate, and unmistakably 10X
Design, document, and continuously improve end-to-end workflows spanning Tier 1 intake, internal escalation routing, and resolution handoff
Identify recurring Tier 1 failure points and drive cross-functional root-cause resolution with Product, Clinical, and Operations
Maintain and update internal escalation playbooks, ensuring consistency and speed in handling complex patient concerns

Data Analysis, Reporting, & Metrics

Own the T1 CX metrics dashboard — define, build, and maintain reporting across handle time, first contact resolution, escalation rate, QA scores, and BPO adherence
Conduct weekly and monthly performance analyses, identifying trends, anomalies, and leading indicators before they become problems
Deliver structured performance reports to CX leadership with clear insights, variance analysis, and actionable recommendations — not just raw numbers
Monitor and calibrate Tier 1 quality through call audits and QA scorecards; deliver structured feedback to BPO leadership and track improvement over time
Use data to make the case for process changes, staffing adjustments, and technology investments — you speak fluent metrics in cross-functional settings
Build automated reporting workflows that reduce manual effort and increase accuracy

Escalation Management

Manage and triage escalations from Tier 1, building workflows to ensure routing complex cases to the appropriate internal team and ensuring timely, high-quality resolution
Partner with the internal escalation team to define escalation criteria, workflows, and feedback loops that drive continuous Tier 1 deflection improvement
Surface trending customer feedback patterns to relevant stakeholders, advocating for the customer perspective in product and process decisions

COMPETENCIES

Contact center operations expert — BPO management, escalation frameworks, quality assurance, data analysis and workforce planning are second nature to you
Advanced data and reporting skills: you build dashboards, run trend analyses, and translate contact center metrics into executive-ready insights
Business process architect: you map workflows, find friction, and design cleaner systems — documentation is a strength, not an afterthought
Leverage Ai and other automation tools to ensure maximum efficiency
Solid professional judgement: you understand the strategic business direction/goals and are able to consistently make tactical decisions to address critical issues
Strong content instincts: you see a gap in a script or SOP and close it before it becomes a trend
Communicates with clarity and authority across levels — from BPO floor supervisors to CX management
Operates well in ambiguity and moves fast; you don't wait for perfect information to take action
Genuinely aligned with the 10X Health mission — optimal wellness changes lives, and you bring that conviction to every interaction and process you build

EDUCATION & EXPERIENCE

REQUIRED: 3+ years of call center leadership experience with direct team and BPO management responsibility
Demonstrated ownership of CX content (scripts, SOPs, knowledge base) in a fast-paced, high-volume environment
Advanced proficiency in CRM platforms (Salesforce or Hubspot preferred) and contact center reporting tools
Experience building and maintaining KPI dashboards and delivering performance reporting to leadership
Proven ability to design and document complex operational workflows and business processes
Associate's degree or higher preferred; equivalent experience considered
EMR or health-tech environment experience a plus, but not required
Hours: Full-time – shifts could vary between 6am – 8pm local time. Generally M-F but occasional weekend hours may be required. Shift allocation will be determined by business staffing needs

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk

COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 10X Health System recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners. If you require any accommodations during the application process or have any questions, please contact [email protected].

NO SOLICITATION POLICY
10X Health does not accept unsolicited resumes, calls, or communications from staffing agencies or third-party recruiters. Any such submissions will be considered the sole property of 10X Health and will not obligate the company to pay any fees. Please refrain from contacting us regarding this posting.
#LI-CM1 #LI-Onsite

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