Customer Care Team Leader
Cedar Rapids
Customer Care
Temp
Entry-Level
Student
Intern
Program
Remote
People Manager
Full time
Job Description
We’re looking for a motivated and empathetic Team Leader to join our Customer Care Delivery leadership team. In this role, you’ll lead a team of Experts supporting a specific product suite, helping them grow, deliver high-quality care, and drive performance.
Coach, mentor, and support team members in their day-to-day responsibilities
Foster a high-performance culture through regular feedback, transparency, and clear goal setting
Ensure KPIs, SLAs, and quality standards are met and continuously improved
Act as a subject matter expert for your product suite and its associated Customer Care flows
Handle employee relations cases with support from your Group Manager.
Support the hiring process by interviewing and evaluating candidates
Collaborate with stakeholders across Product, Operations, and CC Management to align on priorities and insights
Help your team navigate and prioritize tasks within a fast-paced and evolving environment
Participate in cross-team or global initiatives that enhance the user experience
Requirements
We’re looking for a leader who can balance empathy with accountability, and strategy with execution. You should bring:
Strong leadership skills, with proven experience coaching or managing individuals in a care or service environment
Excellent communication and emotional intelligence, with the ability to give and receive feedback effectively and build trust with your team
A data-driven mindset, using metrics and insights to guide decisions, track performance, and identify areas for growth
Flexibility and resilience, especially when navigating ambiguity or change across product suites, workflows, or priorities
A collaborative approach, with experience working cross-functionally and building strong partnerships with other departments
Proactive project and time management, able to balance day-to-day needs with longer-term team goals
Passion about new technologies like AI and the eagerness to always learn more
Bonus points if you have experience in tech, SaaS, or internet companies
An ability to think both tactically and strategically, connecting the dots between individual conversations and the broader user experience
About the Team
We are Wix’s Customer Care Guild. We're not your typical customer support. We represent the Wix user's voice and work closely with Product to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment.
This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids 3 days a week at a minimum.
Available Shifts:
Tuesday - Saturday 10am-7pm
Sunday - Thursday 10am-7pm
Sunday - Thursday 12pm-9pm
Training Shift:
Mon-Fri, 8am - 5pm (for a period of approximately 3 months / 5 days per week in office)
About Wix
Wix makes it possible for anyone to succeed online.
Since 2006, we've grown to around 5,300 employees in 22 countries, launched over 40 products, and serve over 282 million users and their visitors worldwide.
At Wix, we push you to innovate, evolve in non-traditional ways, and collaborate. We operate in small teams that work closely together at a high level.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.
