Team Leader

California Lead CX Specialist

At Percepta, we bring first-class service across each market we support. As aCalifornia Lead CX SpecialistinHouston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing 
The California Lead Customer Experience Specialist serves as a subject matter expert and resource for the Customer Experience team, providing guidance, support, and leadership in day-to-day operations. This role is designed for highly skilled and educated advocates who have successfully served as a Concern Specialist for a minimum of one year.

The Lead acts as a liaison between specialists and supervisors, ensuring adherence to processes, service levels, and quality standards. While not a formal supervisory role, the Lead may temporarily cover a team when a supervisor is out of office for short periods.

During a Typical Day, You’ll

Employee and Customer Experience

·Serve as the first point of contact for specialists seeking guidance on complex cases, processes, or resources.

·Monitor real-time adherence and address outliers promptly to maintain service levels.

·Deputize for the supervisor during short-term absences, ensuring workflow continuity and team support.

·Assist with case assignment audits and ensure proper queue management.

Quality and Compliance

·Audit closed-loop cases to confirm compliance with established procedures and customer satisfaction standards.

·Track and categorize chat inquiries to identify trends and resource gaps; provide feedback on knowledge base articles.

·Support executive escalations by acknowledging and coordinating timely responses.

·Training and Development

·Create and deliver huddle refreshers based on call trends and frequently asked questions.

·Participate in collaborative meetings with department leaders, clients, and support teams.

·Provide performance feedback to supervisors for continuous improvement initiatives.

Project & Reporting

·Contribute to end-of-month scorecards and reporting on adherence, escalation handling, and resource effectiveness.

·Assist with special projects as assigned by leadership.

Authority & Limitations

Authorized:

·Temporary team coverage during supervisor absence.

·Provide guidance and delegate work as needed for operational continuity.

Not Authorized:

·Approve higher-level assistance in CRM tools.

·Complete time corrections or access personal employee information.

·Exercise full supervisory delegation of authority.

·Other duties as assigned.

What You Bring to the Role 

Education

·High School Diploma required; associate or bachelor’s degree preferred.

Experience

·Minimum 1 year as a BEV Concern Specialist with demonstrated performance excellence.

·Strong knowledge of CRM systems, case management, and customer experience best practices.

·2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, claims or PR/Sales field.

·Knowledge of the automotive industry a plus

Skills

Leadership & Mentorship

·Ability to guide and support peers without formal authority.

·Skilled in fostering collaboration and maintaining team morale.

·Keen sense of accountability and integrity when deputizing for supervisors.

·Communication

·Exceptional verbal and written communication skills for clear, professional interactions.

·Ability to articulate complex information in a concise and understandable manner.

·Skilled in active listening and providing constructive feedback.

·Technical Proficiency

·Advanced knowledge of CRM systems (e.g., Microsoft Dynamics) and case management tools.

·Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).

·Home Command Center, CVBOP, troubleshooting skills to support customers with home or public charging concerns.

·Ability to navigate multiple screens and systems efficiently during live interactions.

·Analytical & Problem-Solving

·Strong ability to identify trends, analyze data, and provide actionable insights.

·Skilled in troubleshooting operational issues and escalating appropriately.

·Ability to make sound decisions under pressure with limited supervision.

Customer Experience Expertise

·Deep understanding of customer service principles and best practices.

·Ability to maintain empathy and professionalism in high-stress situations.

·Skilled in conflict resolution and de-escalation techniques

Organizational & Time Management

·Ability to prioritize tasks effectively in a demanding environment.

·Strong attention to detail and documentation discipline.

·Skilled in managing multiple responsibilities while meeting deadlines.

Adaptability

·Comfortable deputizing for supervisors and adjusting to changing priorities.

·Ability to learn new processes and tools quickly.

Work Environment

·Flexible hybrid schedule combining onsite and remote work, aligned with program operating hours.

·May temporarily assume limited supervisory responsibilities during short-term absences to ensure continuity of operations.

Other

·Must be able to interact with all internal and external departments and contacts.

·Must represent Percepta professionally with all customers and external organizations and contacts.

·For California Team Support Hybrid, align support hours with Pacific Time; occasional travel to California dealers/OEM meetings.

·Bilingual (e.g., Spanish) language skills preferred to support California’s diverse customer base is preferred

What You Can Expect 

·Competitive Salary with Incentives

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·Vacation/Sick Time and Paid Holidays

·Tuition Reimbursement

·Employee Assistance Program

·Employee Discount Program

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.