Team Lead – Customer Experience

Description

GREAT CUSTOMER EXPERIENCES BEGIN WITH GREAT LEADERSHIP.

At POLYWOOD®, our Customer Experience team plays an important role in how customers feel about our brand. From helping someone select the right outdoor furniture to answering questions and resolving challenges, our team is there to make the experience thoughtful, personal, and easy.

We are looking for two Customer Experience Team Leads who enjoy bringing out the best in people and understand that strong teams are built through trust, coaching, accountability, and genuine care.

You do not need to come from a traditional call center or customer service leadership background to be successful in this role.

We are interested in experienced people leaders from a variety of industries, including manufacturing, retail, hospitality, customer service, and other team-focused environments. What matters most is your ability to lead people well.

You understand how to build relationships, recognize individual strengths, provide constructive feedback, and help employees grow. You are comfortable using technology, can manage changing priorities, and know how to create an environment where people feel supported while delivering strong results.

Our Customer Experience team is evolving as we prepare for continued growth. These positions will provide more dedicated leadership and development opportunities for the employees who support our customers every day.

Working closely with our Customer Experience Operations Manager, you will lead an assigned team, support daily performance, and help create a positive, consistent experience for both employees and customers.

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The Work You Will Lead

You will provide the day-to-day leadership that helps a team stay connected, confident, and focused.

Your responsibility is not simply to make sure the work gets done. It is to create an environment where employees understand expectations, receive useful coaching, and have the support they need to succeed.

You will help your team navigate busy periods, solve customer challenges, build stronger skills, and take pride in the quality of their work.

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Where You Will Make an Impact

• Leading, coaching, and supporting an assigned team of Customer Experience employees
• Establishing clear expectations and helping employees understand what success looks like
• Building strong relationships with team members and creating an environment of trust, accountability, and open communication
• Providing ongoing coaching, feedback, and recognition that helps employees improve and grow
• Monitoring daily performance, productivity, and service quality within your assigned team
• Supporting employees as they navigate customer questions, challenging situations, and escalated concerns
• Helping new team members feel welcomed, prepared, and confident as they learn their responsibilities
• Partnering with the Operations Manager to maintain appropriate team coverage and respond to changing business needs
• Using performance data, customer feedback, and direct observation to identify coaching and development opportunities
• Ensuring employees follow established processes while identifying practical ways to make work easier and more effective
• Supporting a consistent customer experience across phone, email, and chat interactions
• Helping maintain a positive team culture during seasonal changes and high-volume periods
• Recognizing employee strengths and supporting their continued development and opportunities for growth

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What You Bring

You have at least two years of experience leading or supervising employees and have experience managing teams of 10 or more people.

You know how to lead through people, not simply through processes. You understand that employees perform their best when expectations are clear, communication is consistent, and leaders are willing to coach, listen, and provide support.

You are comfortable working with technology and have strong proficiency with Google Workspace or Microsoft Office, including tools such as spreadsheets, documents, email, and reporting.

You can interpret information, organize priorities, and use data to make informed decisions. You communicate clearly, remain steady when things get busy, and know how to balance employee needs with business expectations.

Most importantly, you bring humility, good judgment, and a genuine interest in helping others succeed. We can teach you our customer service systems and processes. We are looking for someone who already understands how to lead a team well.

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Bonus Points

• Previous experience leading customer service, contact center, or customer-facing teams
• Familiarity with Zendesk, help desk systems, CRM platforms, or similar technology
• Experience coaching employees using performance metrics and quality feedback
• Experience managing teams with changing workloads or seasonal staffing needs
• Experience supporting employee development, onboarding, or training programs

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About Us

At POLYWOOD®, we design and build outdoor furniture that brings people together and stands the test of time. We do this using sustainable materials, including our genuine POLYWOOD® lumber made from recycled plastics. The strength of our products starts with the strength of our people.

Our Customer Experience team represents the people behind our products. Whether a customer is exploring their options, placing an order, or looking for support after a purchase, our team helps deliver the thoughtful service that makes POLYWOOD® special.

As our business grows, we are investing in our Customer Experience organization to create stronger teams, more consistent service, and meaningful development opportunities for employees.

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What Makes This Role Special

• Your leadership matters. You will directly influence the experience, performance, and professional growth of the employees you lead.
• You can bring experience from another industry. We value strong people leadership and recognize that great leaders develop their skills in many different environments.
• You will help shape a growing team. Our Customer Experience organization is evolving, creating opportunities to strengthen team culture, coaching, and daily performance.
• You will have a defined leadership focus. With an Operations Manager supporting broader department operations, you can concentrate on your team's development, engagement, and success.
• You will help employees grow. We believe in developing talent from within and creating opportunities for people to build their skills and advance their careers.
• You will see the impact of your work. Better coaching, stronger communication, and a healthy team environment contribute directly to better experiences for our customers.

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If you are an experienced people leader who enjoys helping others succeed, building strong teams, and creating an environment where employees can do their best work, we would love to hear from you.

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POLYWOOD is an equal opportunity employer. POLYWOOD evaluates qualified applicants without regard to characteristics protected by federal, state, or local laws.