Customer Experience Team Lead

Who is CADY?

CADY exists to inspire and unleash human potential. Started in 1999, we have become the fastest growing photography company in the U.S., with an average 20% growth each year. Through photography, classroom solutions, school branding, and more, we deliver an experience unlike anything in our industry. We are an innovative company competing to outdo ourselves, year after year. As the nation’s premier school photography company, we engage with students, schools, and our team members to make them feel accepted and empowered. CADY’s mission is to go beyond a portrait and to provide a premier experience for the extraordinary- because each of our guests, school partners, and team members are utterly extraordinary.

Who are you?

You are an ambitious, detail oriented team member who finds joy in making meaningful connections with people. You have a true passion for creating memorable experiences for people. You see beyond the surface of interactions and recognize that every person has a story and the idea of being a part of that is exciting! You enjoy working hard and celebrating hard. You love the opportunity to exceed expectations- and be rewarded for your contribution to the company!

Job Summary

As a Customer Experience Lead, you are responsible for the management and development of CX Reps. You serve as the bridge between high-level strategy and daily execution, ensuring CX Reps are effectively coaching their teams. You hold the final authority for personnel administration, including scheduling and time-off approvals.

Responsibilities

• Provide direct agent support for daily questions and technical troubleshooting.
• Conduct regular 1:1 meetings with agents to foster growth and development.
• Perform Quality Assurance (QA) evaluations and provide direct coaching to agents.
• Assist in developing training materials and maintaining the departmental knowledge base.
• Serve as a Marketing SME by communicating promotion details to the team.
• Monitor daily queue performance to ensure timely responses to customer inquiries.
• Manage the offline team's workload and oversee CX Inventory and Portfolio Returns.
• Run performance reports for your assigned team and track representative attendance.
• Generate daily reports for calls, tickets, and chats.
• Lead "Daily Line-Up" meetings and organize team-bonding activities.
• Process agent refunds and credits for assigned team members.
• Resolve customer issues related to scheduling, photoshoots, and pricing while maintaining empathy.
• Multitask efficiently between phone calls, webform tickets, and internal systems.
  
  

Job Requirements

• Education: High school diploma required; bachelor’s degree preferred.
• Experience: 1–3 years of customer service experience. Prior experience in a "Senior" or mentorship role is highly preferred.
• Skills: Strong attention to detail with excellent active listening and communication skills.
• Technical: Proficient in Windows and Microsoft Office; ability to quickly learn multiple internal systems.
• Logistics: Ability to commute to and work from the office in Alpharetta, GA.
  
  

Physical Requirements and Work Environment

• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and other standard office equipment regularly.
• Ability to occasionally stand, walk, bend, or reach within an office environment.
• Ability to lift and move items up to 15 lbs., such as files, office supplies, or equipment.
• Comfortable working in a standard indoor office setting with moderate noise levels.
• Ability to communicate effectively in person, via phone, and through virtual meeting platforms.