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CX Support Team Lead

Louisville, United StatesOn-sitePosted September 5, 2026

Posted 1 day agoVerified active 11h ago

Home
/Jobs
/United States
/Generation Tux
/CX Support Team Lead

CX Support Team Lead

Louisville, United StatesOn-sitePosted September 5, 2026

Posted 1 day agoVerified active 11h ago

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Key requirements

1+ year in a leadership role (people or process management)
1+ year in customer service experience (retail, call center, etc.)
Excellent verbal and written communication; negotiation and persuasion
Problem-solving mentality; ability to think outside the box
Strong relationship-building and motivational skills

Key requirements

1+ year in a leadership role (people or process management)
1+ year in customer service experience (retail, call center, etc.)
Excellent verbal and written communication; negotiation and persuasion
Problem-solving mentality; ability to think outside the box
Strong relationship-building and motivational skills

About the role

Generation Tux is seeking a CX Support Team Lead to supervise our customer experience operations in Louisville, Kentucky, United States. This on-site leadership role manages a team responsible for phone, email, and chat support; resolves escalated customer issues; and ensures high-quality service aligned with company standards. You will mentor agents, monitor performance using call center metrics, participate in hiring, and collaborate with leadership to improve processes.

Responsibilities

Supervise and coach a team delivering telephone, email, and chat support
Monitor performance with call center metrics and drive continuous improvement
Resolve escalated customer situations; serve as final point of contact
Act as subject matter expert on men's formalwear fit and styling
Maintain professionalism and positivity; foster strong team rapport
Schedule agent shifts and monitor breaks
Participate in hiring, screening, and interviews
Collaborate with departmental leadership and other stakeholders
Ensure adherence to service standards, quality and productivity

Requirements

1+ year in a leadership role (people or process management)
1+ year in customer service experience (retail, call center, etc.)
Excellent verbal and written communication; negotiation and persuasion
Problem-solving mentality; ability to think outside the box
Strong relationship-building and motivational skills
Self-motivated, organized, and able to work independently
Tech-savvy; experience with customer service platforms and workflows
Flexible schedule including nights and week

About the role

Generation Tux is seeking a CX Support Team Lead to supervise our customer experience operations in Louisville, Kentucky, United States. This on-site leadership role manages a team responsible for phone, email, and chat support; resolves escalated customer issues; and ensures high-quality service aligned with company standards. You will mentor agents, monitor performance using call center metrics, participate in hiring, and collaborate with leadership to improve processes.

Responsibilities

Supervise and coach a team delivering telephone, email, and chat support
Monitor performance with call center metrics and drive continuous improvement
Resolve escalated customer situations; serve as final point of contact
Act as subject matter expert on men's formalwear fit and styling
Maintain professionalism and positivity; foster strong team rapport
Schedule agent shifts and monitor breaks
Participate in hiring, screening, and interviews
Collaborate with departmental leadership and other stakeholders
Ensure adherence to service standards, quality and productivity

Requirements

1+ year in a leadership role (people or process management)
1+ year in customer service experience (retail, call center, etc.)
Excellent verbal and written communication; negotiation and persuasion
Problem-solving mentality; ability to think outside the box
Strong relationship-building and motivational skills
Self-motivated, organized, and able to work independently
Tech-savvy; experience with customer service platforms and workflows
Flexible schedule including nights and week

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Jobs at Generation Tux

1 active role from this employer in the JobMatcher catalog.

All company jobs

Jobs at Generation Tux

1 active role from this employer in the JobMatcher catalog.

All company jobs

CX Support Team Lead at Generation Tux | JobMatcher