YMCA of the USA

Customer Support

• Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience
• Lead day-to-day intake, triage, routing, and escalation across multiple queues
• Prioritize workload, resolve barriers, and ensure inquiries are handled accurately and consistently within service standards
• Champion omni-channel support across phone, email, Salesforce cases, TalkDesk, Teams, and other digital channels
• Maintain call center software, including IVR settings, dashboard reporting, and metrics
• Supervise, coach, train, or provide day-to-day leadership to Customer Experience staff
• Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score
• Use Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats
• Serve as a lead resource for frontline support and operational execution
• Connect day-to-day service activity with Network Experience goals, team priorities, and continuous improvement efforts

Lead CX, Association Services, Customer Support