Cx Coach

Summary

Join BambooHR's Customer Experience team as a CX Coach and play a pivotal role in shaping the success of our customer experience team. This hybrid Utah-based position requires coaching and developing team members, fostering a high-performance culture, and championing change and growth. You will utilize data-driven decision-making to monitor performance, provide constructive feedback, and drive customer-centric outcomes. The ideal candidate possesses 5+ years of experience in customer experience, coaching, or leadership roles, along with strong communication, analytical, and leadership skills. BambooHR offers a fantastic company culture, competitive benefits, and opportunities for professional growth.

Requirements

• 5+ years of experience in customer experience, coaching, leadership, or quality assurance roles
• Background in mentorship, training, or leading teams with a focus on data-driven decision-making
• Experience handling escalations and coaching employees through complex customer situations
• Charismatic Leadership & Influence: Ability to inspire and energize a team while holding them accountable to high standards
• Data-Driven Decision Making: Strong analytical skills to track performance trends, interpret QA data, and make coaching recommendations
• Exceptional Communication & Feedback Frameworks: Proficiency in Radical Candor and Crucial Conversations to give effective, impactful feedback
• Autonomy & Ownership: Self-sufficient, proactive, and able to take initiative without needing direction. You see what needs to be done and do it
• Customer-Centric Mindset: Deep passion for creating exceptional customer experiences and aligning coaching strategies with business goals
• Ability to Thrive in a Fast-Paced Environment: Comfortable with high-energy, high-productivity work where you are on the phone and coaching people all day

Responsibilities

• Coach & Develop Team Members: Provide real-time feedback and structured coaching to enhance skills, confidence, and customer interactions. Use data and performance insights to tailor coaching strategies
• Foster a High-Performance Culture: Create an environment that is collaborative, fast-moving, and customer-first. Set a high bar for productivity and engagement
• Champion Change & Growth: Lead the team through change, helping employees adapt while reinforcing a positive and growth-oriented mindset
• Replicate Best Practices: Identify top-performing service techniques and ensure they are implemented across the team through hands-on coaching, shadowing, and training
• Monitor & Analyze Performance: Utilize quality assurance tools, performance metrics, and data insights to drive decision-making and continuous improvement
• Lead with Radical Candor & Crucial Conversations: Provide direct, constructive, and compassionate feedback that promotes professional growth and accountability
• Drive Customer-Centric Outcomes: Act as a mentor and advocate for the customer experience team, ensuring we provide best-in-class service at every touchpoint

Preferred Qualifications

• Experience managing escalations and coaching employees through high-stakes customer interactions
• Background in change management, helping teams navigate process shifts smoothly
• High EQ & Relationship Building: You naturally connect with people and make coaching a positive, engaging experience
• You’re a natural mentor who thrives on seeing others succeed and grow in their roles
• Process Optimization: Ability to refine and improve coaching methods, team workflows, and service strategies

Benefits

• 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Financial Peace University . We pay for a one year subscription and you walk away with financial savvy and a bonus
• Get paid to give your time to the community: ask us about this!
• Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses
• We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models . In-office, work-from-home, or hybrid, depending on position and location