Building a better future for this generation and the next.
The Role
Lead and coach a team of Customer Care Specialists, resolve complex escalations (including fraud), provide advanced technical support, analyze feedback and trends, drive process improvements, and optimize AI-powered tools and contact center systems to improve customer experience.
Summary Generated by Built In
The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.
PRIMARY DUTIES/KEY RESPONSIBILITES
REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
USD 24.23 - 36.35 per hour
Compensation:
Hourly pay rate is in the range of $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
PRIMARY DUTIES/KEY RESPONSIBILITES
- Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
- Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
- Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
- Perform root cause analysis and implement sustainable solutions for recurring issues.
- Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
- Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
- Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
- Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
- Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
- Maintain accurate documentation and reporting of customer interactions and team performance metrics.
- Perform related duties as assigned by the supervisor.
REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
- High School Diploma/GED and 7 years' experience in a related field.
- OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience
- OR 9 years' experience in a related field
- May require technical certification or associate degree.
- Extensive customer service experience.
- Requires advanced job proficiency gained through job-related training and broad-based experience.
- Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions. Ability to write clearly and effectively and document activities.
- Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
- Independently handles high-level, complex assignments.
USD 24.23 - 36.35 per hour
Compensation:
Hourly pay rate is in the range of $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Skills Required
- Authorization to work in the United States for any employer without sponsorship
- High School Diploma or GED and 7 years' experience in a related field
- Any level degree or certification beyond HS diploma/GED and 5 years' experience in a related field
- 9 years' experience in a related field
- Extensive customer service experience
- Advanced job proficiency gained through job-related training and broad-based experience
- Strong verbal and written communication and documentation skills
- Team leadership: coaching, onboarding, training, performance management
- Ability to independently handle high-level, complex assignments
- Experience leveraging AI-powered tools (chatbots, SMS automation), Genesys PureCloud, and Medallia
- May require technical certification or associate degree
What the Team is Saying
Belinda
Manager of Network Automation
Tonya
Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
Kib Yahyehyrab
Audit Analysis, Cox Enterprises
Jenny Arias
Marketing & Events Assistant, Cox Farms
Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is positioned as robust with multiple medical plan options (PPOs and an HSA‑eligible HDHP), in‑network preventive care at 100%, and expanded mental health and virtual care access. Specialized offerings such as fertility benefits, gender‑affirming care, and wellness programs (e.g., Calm, FitnessOnDemand, Hinge Health) further bolster breadth.
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Retirement Support — The 401(k) program features an enhanced employer contribution for most newer hires—dollar‑for‑dollar matching up to 6% and an automatic 2% contribution after 90 days, with legacy formulas for earlier hire dates. Financial tools and student‑debt support via Candidly deepen long‑term savings support.
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Parental & Family Support — Paid parental leave of eight weeks, adoption assistance (up to $5,000 per adoption), and resources like backup care and childcare discounts are highlighted. Family‑building and caregiving supports (e.g., fertility coverage, Milk Stork, Care.com access) are emphasized across materials.
Cox Enterprises Insights
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
