Are you passionate about helping people grow and creating exceptional customer experiences? Do you enjoy using coaching, feedback, and performance insights to bring out the best in others? Are you energized by balancing day-to-day team support with the opportunity to improve consistency, accountability, and results across a contact center environment? Then the Customer Care Coach position may be the perfect fit for you! In this role, you will lead and support a team of customer care agents by providing clear expectations, ongoing coaching, and development that strengthens performance and builds confidence. You will play a key role in shaping the agent and customer experience, reinforcing quality and service standards, and driving continuous improvements that benefit both employees and customers.

Are you a fit?

A successful candidate for this role is a strong people-coach who knows how to balance accountability with support. You are organized, adaptable, and comfortable managing competing priorities while staying focused on team performance and customer experience. You know how to use data, observation, and feedback to identify opportunities, reinforce expectations, and help employees build new skills and confidence. You create an environment where people feel supported, challenged, and motivated to improve. You also work well across teams, communicate clearly, and take ownership for driving measurable results through consistent coaching and follow-through.

Additional Responsibilities

• Drive individual and team performance through consistent data-informed coaching focused on key metrics and behaviors.
• Deliver clear, timely, and actionable feedback that strengthens decision-making, builds confidence, and improves the overall quality of customer interactions.
• Effectively utilize contact monitoring, live listening, and shadowing to coach agents on behaviors, not just outcomes.
• Partner with direct reports to identify performance gaps, set meaningful goals for improvement, and track progress through ongoing coaching conversations and follow up.
• Act as a day-to-day resource for agents by offering guidance, answering questions, and helping to navigate complex customer situations.
• Lead and support development through facilitation of team meetings, skill-building sessions, and ongoing learning activities that promote continuous improvement.
• Analyze team and individual performance trends to identify coaching priorities, training opportunities, and areas for operational improvement.
• Reinforce quality standards, policies, and procedures through real-time coaching to ensure consistent and compliant customer-focused experiences.
• Collaborate with cross-functional partners to share insights, align priorities, and improve center-wide performance.
• Support the rollout and adoption of new processes, tools, and initiatives by helping agents understand changes and successfully apply them in their daily work.
• Take ownership of team performance outcomes by proactively identifying risks, prioritizing coaching efforts, and driving measurable improvements across the team.
• Contribute to team culture by fostering engagement, encouraging peer support, and reinforcing company values through daily interactions and recognition.
• Manage ongoing collaterals for center-wide focuses, using data and trends to improve processes, highlight opportunities, and share best practices.
• Own the end-to-end performance management process for corrective action, including identifying concerns, validating findings, documenting observations and conversations, and partnering with leadership and Human Resources to deliver timely and accurate disciplinary actions.
• Document coaching interactions, performance trends, and outcomes clearly and consistently to support agent development.
• Participate in frontline support by handling customer interactions as needed, maintaining awareness of call drivers and agent experience.
• Serve as Manager on Duty (MOD), overseeing day-to-day operations by monitoring service levels, adjusting coverage across channels, managing real-time needs, and ensuring adherence to schedules.

Required Skills

• Ability to interpret performance data and apply insights to drive decisions actionable insights.
• Strong communication and influencing skills, with the ability to tailor messaging and drive alignment.
• Proven ability to build relationships and collaborate effectively across teams and leadership levels.
• High emotional intelligence, with the ability to adapt coaching and communication styles to individual needs.
• Strong organizational and prioritization skills, with the ability to balance coaching, administrative responsibilities, and real-time operational demands.

Experience

• Minimum of 2 years of customer service or operations experience.
• Minimum of 2 years prior leadership or management experience.
• Strong decision-making and critical thinking skills.
• Conflict resolution and negotiation skills.

Preferred Experience

• Previous contact center/customer service/operational experience preferred.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Bachelor’s degree a plus.

Location requirements

• Atlanta, GA or Gainesville, FL
• Hybrid with weekly required in-office days
• Ability to travel between office locations or offsite for events several times a year.
• Ability to work during all business hours between 8 am and 7pm, including Saturday rotations.

Physical Requirements

• Sitting: Ability to sit for extended periods at a desk or workstation while performing computer-based tasks, conducting meetings, and collaborating with colleagues.
• Standing and Walking: Ability to stand and walk within the office environment, such as when attending meetings, interacting with colleagues or external stakeholders, or visiting different departments.
• Lifting and Carrying: Ability to lift and carry material, files, or equipment weighing up to 20 pounds, such as when organizing documents or setting up for meetings.