- Salary
- $45k – $65k/yr
- Location
- Potsdam, New York
- Type
- Full-time
- Seniority
- Lead
- Source
- Pinpoint
Description
Customer Experience Lead
Application Deadline: 16 October 2026
Department: Accessibility - Production
Employment Type: Full Time
Location: Potsdam, New York
Reporting To: Aimee Ubbink
Compensation: $45,000 - $65,000 / year
Description
You will thrive in this lead role if you take personal ownership of client outcomes, remain composed under pressure, and are not satisfied until an issue is fully resolved. We are looking for an experienced professional who can manage large, sophisticated clients while coordinating effectively across internal teams. The right candidate notices the details others miss, follows up persistently, distinguishes urgent issues from important ones, and keeps work moving when answers are difficult to obtain. This person must communicate confidently with senior management, establish clear expectations, and build trusted relationships with both internal and external clients.
Key Responsibilities
DUTIES AND RESPONSIBILITIES
- Lead the day-to-day coordination of customer experience activities and provide guidance, prioritization, and support to team members.
- Own relationships with large or complex internal and external clients, establishing clear expectations and maintaining trust through responsive, accurate communication.
- Serve as the lead escalation point for high-impact customer issues, complaints, service failures, and cross-functional dependencies.
- Drive issues to resolution by identifying owners, securing answers, documenting commitments, monitoring progress, and following up persistently until actions are complete.
- Assess competing priorities, customer impact, business risk, urgency, and available resources to determine the appropriate response and escalation path.
- Coordinate with operations, sales, technology, finance, leadership, and other functional partners to resolve issues and improve the end-to-end customer experience.
- Provide timely, concise updates to senior management, including current status, customer impact, risks, decisions required, ownership, and next steps.
- Monitor customer interactions, case quality, follow-up activity, and service performance; reinforce expectations for detail, accuracy, responsiveness, and accountability.
- Coach and mentor Customer Experience Associates and Senior Customer Experience Associates, sharing expertise and supporting consistent decision-making and service delivery.
- Identify recurring client concerns, operational breakdowns, and service trends; recommend and help implement sustainable process improvements.
- Lead or support client reviews, escalation meetings, internal service reviews, and cross-functional problem-solving sessions.
- Maintain accurate, complete, and current records in CRM, case management, and customer communication systems.
- Support departmental KPIs and service goals, including customer satisfaction, response and resolution times, service levels, quality, and client retention.
- Provide coverage and operational leadership during periods of high volume, priority incidents, or manager absence, within assigned authority.
Skills, Experience and Education
- Associate or bachelor’s degree preferred; or equivalent experience required.
- 7+ years of customer service, customer experience, enterprise client support, account service, or related experience in a technical environment.
- Demonstrated experience managing large, complex, or high-value client relationships and resolving sensitive or high-impact issues.
- Proven ability to coordinate work across functions, influence without direct authority, and hold stakeholders accountable for commitments.
- Experience leading work, mentoring employees, or providing day-to-day guidance in a customer-focused environment.
- Exceptional attention to detail, organization, documentation, and follow-through.
- Ability to remain composed, exercise sound judgment, and maintain service quality in a fast-paced, high-pressure environment.
- Excellent written and verbal communication skills, including experience preparing clear updates and recommendations for senior management.
- Advanced problem-solving, prioritization, conflict-resolution, and decision-making abilities.
- Experience using CRM, case management, reporting, and customer service platforms.
What's in it for you?
- Be part of a growing company and team.
- Competitive salary (Commensurate with experience and position and eligible discretionary bonus)
- Excellent benefits
- Medical
- Dental
- Vision
- Short Term Disability
- Long Term Disability
- Group and Voluntary Life
- Sick Time Pay
- Vacation Pay
- Holiday Pay
- Be part of a rapidly growing software company
Prior to submitting an application/resume, review the job descriptions complete list of job duties and qualifications.
We thank all applicants for their interest in joining our team. Those short listed will be contacted.
Note: This job description is to be used as a guide for accomplishing company and department objectives and is not intended and should not be construed to be an all-inclusive list of responsibilities, skills, efforts or working condition associated with a job. Management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Skills
Customer Service