Customer Engagement Lead

Texas, United States of America

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

April 13, 2026

Business Unit:

Trading and Supply

Experience Level:

Experienced Professionals

Job Description:

What’s the role 

 

The Customer Engagement Team Lead is responsible for the day‑to‑day leadership and operational oversight of the in‑house customer engagement/contact center function, ensuring the team consistently meets performance commitments while delivering a high-quality customer experience. This role leads a team responsible for resolving customer needs across the post‑sale lifecycle—handling inquiries, escalations, and complex account issues—while ensuring operational excellence, compliance with market and regulatory requirements, and strong partnership with cross‑functional stakeholders. The Team Lead plays a critical role in translating company and departmental priorities into measurable execution, developing talent, and driving continuous improvement through data and process discipline. 

 

This position reports to the Account Management Team Lead and collaborates closely with Account Management, Operations, AR/Collections, Sales Support, Credit, Legal, and IT teams to support evolving business needs across markets served by SES, including ERCOT, PJM, NYISO, ISONE, and CAISO. 

 

Accountabilities: 

• Lead daily customer engagement operations to consistently achieve service, quality, and customer outcomes (e.g., service level, ASA, abandonment, AHT, FCR, QA, CSAT/NPS, complaint resolution, and productivity metrics) 

• Establish clear team objectives and operating rhythms (huddles, weekly performance reviews, coaching plans, and continuous improvement cadences) aligned to departmental and enterprise priorities 

• Serve as the primary escalation point for complex customer issues and sensitive situations, ensuring timely, accurate, and customer‑appropriate resolution 

• Ensure consistent adherence to policies, procedures, regulatory requirements, and market rules impacting customer communications, billing, and account actions 

• Coach, develop, motivate, and performance-manage team members through consistent feedback, observation, and targeted skill building 

• Support hiring, onboarding, training, and ongoing readiness of representatives, including reinforcement of knowledge across products, markets, tools, and compliance requirements 

• Collect, analyze, and present operational performance insights using contact center statistics and customer service metrics (warm transfers, conversion rates, quality, customer sentiment, profitability, cost drivers) 

• Partner with cross-functional teams to resolve systemic issues impacting the customer experience (billing discrepancies, contract interpretation questions, account changes, meter/market exceptions, disputes) 

• Drive continuous improvement initiatives focused on cycle time reduction, first-contact resolution, reduced rework, improved quality, and improved customer outcomes 

• Ensure enabling technology is fully utilized and workflows are optimized across platforms (e.g., Salesforce Service Cloud, NICE telephony, Intelometry, Smartsheet, billing platforms) 

• Champion adoption of new tools, enhancements, and digital service strategies; support change management to improve agent productivity and customer experience 

 

What you bring