Team Lead, Customer Experience
- Salary
- $58K–$62K
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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Organization Description:
The Contingent is a 501(c)(3) venture nonprofit that launches, scales, and supports initiatives designed to mobilize communities and empower leaders to create lasting social change. We believe communities already possess the relationships, assets, and leadership needed to solve complex challenges. Our role is to build the systems, partnerships, and innovations that help those solutions take root and grow.
Since our founding, we have worked alongside community leaders, people with lived experience, public agencies, businesses, faith communities, and nonprofit partners to strengthen support systems for children and families. We are committed to listening deeply, challenging assumptions, and designing solutions that are informed by the experiences and needs of the communities we serve.
Through initiatives such as Every Child and The Script, The Contingent mobilizes community members to take meaningful action on behalf of children and families, whether through fostering, volunteering, mentoring, advocacy, or community support. We combine innovation, partnership, and data-informed decision-making to build stronger communities and create opportunities for every child to thrive.
We ask hard questions. We embrace innovation. We build unlikely partnerships. And we work together to transform systems and communities for the common good.
To learn more about The Contingent and our initiatives, visit The Contingent.
Opportunity Summary:
As a Customer Experience (CX) Team Lead, you play a key role in delivering exceptional customer experiences while supporting the growth and success of Customer Experience Specialists. You provide coaching, guidance, and day-to-day leadership to help ensure customers receive timely, compassionate, and effective support.
This role combines people leadership, customer service expertise, and operational excellence. You will coach and develop team members, serve as an escalation point for complex customer situations, and contribute to customer interactions when needed. You will help foster a positive, high-performing team culture aligned with our values.
You are passionate about developing others, improving processes, and enhancing both customer and employee experiences. Using data and insights, you help drive operational improvements, support inquiry management within our technology platforms, and implement solutions that increase efficiency and business value.
Who You Are
You are an empathetic, solutions-focused customer experience professional who enjoys helping people feel heard, supported, and confident about what comes next. You communicate clearly, build trust quickly, and use sound judgment to navigate both routine and more complex customer needs. You are comfortable working across multiple channels and technology systems, using customer feedback and data to identify trends and improve the overall experience. You take initiative, enjoy solving problems, and look for practical ways to make processes more efficient and effective. You are also a collaborative teammate who is comfortable serving as a resource when others need support or an issue requires escalation. Most importantly, you bring patience, curiosity, and care to your work and are motivated by creating experiences that better serve individuals and communities.
Duties & Responsibilities:
Team Leadership & Coaching
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Lead, coach, and support a team of Customer Experience Specialists and Associates.
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Set clear expectations and drive performance in quality, productivity, and customer satisfaction.
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Conduct regular one-on-ones to support growth, engagement, and development.
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Foster an inclusive, collaborative, and high-performing team culture.
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Support onboarding, training reinforcement, and ongoing skill development.
Customer Service & Escalation Support
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Serve as the escalation point for complex or sensitive customer issues.
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Guide Specialists in resolving customer inquiries across multiple channels.
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Model exceptional customer service, professionalism, and problem-solving.
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Provide frontline customer support as needed to maintain service levels.
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Ensure customer concerns are resolved in alignment with service standards and SLAs.
Operations & Performance Management
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Monitor team and customer experience metrics to identify coaching and improvement opportunities.
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Support daily operations, including workflow coordination, queue management, and staffing coverage.
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Partner with leadership to achieve service, quality, and productivity goals.
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Communicate operational updates and organizational priorities clearly and consistently.
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Identify trends, risks, and recurring issues and escalate as appropriate.
Continuous Improvement
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Support the implementation of new processes, tools, and initiatives.
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Promote adoption of best practices and standard operating procedures.
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Identify opportunities to improve workflows, efficiency, and customer outcomes.
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Leverage technology, automation, AI tools, and knowledge resources to enhance performance.
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Share recommendations and frontline insights to drive continuous improvement.
Communication & Collaboration
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Maintain communication that reflects organizational values and service standards.
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Collaborate with cross-functional teams to support operational success.
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Participate in hiring, interviewing, and onboarding activities as needed.
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Promote a culture of accountability, teamwork, learning, and continuous improvement.
This role may include a degree of variability in responsibilities and duties as deemed by their supervisor. The Contingent employees should be prepared for a dynamic work environment.
Education and Experience:
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Bachelor's degree and/or equivalent experience.
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At least 4 years of relevant experience in customer service, customer experience, contact center operations, or a related field.
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Demonstrated experience mentoring, coaching, training, or providing informal leadership to peers or team members.
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Experience supporting customers across multiple communication channels, including phone, email, chat, and SMS.
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Strong interpersonal, communication, conflict resolution, and problem-solving skills.
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Experience working with CRM, help desk, and customer support platforms.
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Bilingual (Spanish/English) skills are a plus but not required (if the candidate tests for fluency in the language, they will be compensated for this skill).
Knowledge, Skills, and Abilities:
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Experience in successfully working with a diverse group of constituents utilizing multi-cultural intelligence, using intentional listening, appreciation, and respect.
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Work with a local and state-wide team of other passionate professionals committed to improving outcomes for children, youth, and families.
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Results-oriented, community/customer centered with an ability to provide continuous improvement across the experiences of inquiring community members.
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A willingness to be “hands-on” and work in a lean, fast-paced organization with limited administrative support.
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Possess cultural and emotional intelligence and the ability to work with a diverse group of leaders.
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Strong interpersonal communication skills, demonstrating active listening techniques, & time management skills.
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Excellent communicator with strong written, verbal, and public speaking skills that is experienced in engaging with diverse audiences.
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Ability to utilize multi-cultural intelligence, intentional listening, and appreciation and respect to engage with a diverse group of constituents.
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Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint and Microsoft Teams is preferred.
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Proficient in task and project management software.
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Proficiency in working with Microsoft Dynamics 365 or equivalent.
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Experience supporting teams of entry-level professionals and coaching rising leaders in their development.
Personal Qualifications:
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Commitment to the mission of The Contingent, including Every Child, and The Script.
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Relates well and works effectively with diverse groups of people who represent the range of ethnic, cultural, and socio-economic backgrounds.
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Ability to articulate a position on the importance of the faith community engaging vulnerable children, youth, and families.
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Deep commitment to serving vulnerable kids, youth, and families and those in government who work with them.
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Deep commitment to increasing the diversity of leadership in the communities we serve.
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Continual growth mindset to develop and improve existing processes to enhance program efficiencies.
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Demonstrates a passion for operational, technical, and customer experience excellence.
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Flexible and receptive to constructive feedback.
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Possess cultural and emotional intelligence and an ability to work with a diverse group of leaders.
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Self-motivated leader that takes initiative.
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Adaptable to changing situations and processes.
Benefits:
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Comprehensive benefits including premium medical, vision, and dental insurance (Covered 100% for employees and partially (80%) for spouse and/or dependents).
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19 paid holidays, with additional vacation, sick, bereavement and parental leave.
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401(k) with a 6% (annual salary) match (2027).
Employment Terms, Accountability, and Compensation:
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Full Time (40hrs) exempt annual salary offered at a range of $58,000 – $62,000 DOE
(estimated total compensation $68,000 - $72,000)
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Starting placement will not exceed this starting pay range and is based on qualifications, experience, and internal equity.
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This is a hybrid position in Portland, Oregon.
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This position will be expected to work within The Contingent’s Hybrid Work Policy
(2-3 days in the office, 2-3 days from home).
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We have team members located in multiple time zones. To facilitate collaboration across teams, core hours for this position are 9-2 pm PST.
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Due to contractual commitments, this position may be scheduled to work during The Contingent’s extended end-of-year holiday period. Equivalent time off will be scheduled outside of the holiday period.
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Daily schedules and office days will be a result of collaboration between the employee and their supervisor.
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Legally eligible to work in the United States
To apply, please visit https://thecontingent.org/careers/
Screening of applicant materials will begin immediately, and applications will be accepted until the position is filled.
**"Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles."
All employment at The Contingent is “at will” and may be terminated by either the employee or the employer at any time for any reason, with or without cause, with or without prior notice or warning. Equal employment opportunities and having a diverse staff are fundamental principles of The Contingent. Upon hire, the employee agrees to undergo a 90-day probationary period, which provides additional structure, scheduled check-in meetings, and opportunities to receive and give feedback to and from the employer.
Equal Opportunity Employer
