CX Community Support Lead

About the role

The CX Community Support Lead is a senior member of the Customer Care leadership team, responsible for guiding the Community Team in delivering brand‑aligned, high‑quality interactions across public channels. This role combines community moderation, coaching, and performance management to protect brand reputation and foster authentic customer advocacy.

Key responsibilities

• Lead day‑to‑day activities of the Community Team and model best‑in‑class responses.
• Conduct 1:1 coaching sessions and feedback loops to ensure brand‑consistent communication.
• Monitor individual and team productivity against KPIs, metrics, and reports.
• Act as the first escalation point for supervisory requests and high‑visibility or sensitive situations.
• Collaborate with the Team Manager on attendance, productivity oversight, and corrective action plans.
• Provide backup support across other support channels as needed.

Required profile

• Natural leader who inspires and develops people through clear, actionable feedback.
• Understands the Community function as a brand experience channel, not just support.
• Brand steward who treats every public response as a permanent artifact.
• Excellent written communicator capable of teaching and modeling brand voice.
• Emotionally intelligent, able to navigate high‑emotion situations with empathy and confidence.
• Thoughtful decision‑maker who balances guidelines with nuanced judgment.