Archived listing. The details below describe a past opening.
• Build Your Expertise. Lead Others. Make an Impact. Gemini is looking for a Customer Experience Lead to join our team. This is an opportunity for an experienced customer experience professional who is ready to take on a greater leadership role without immediately moving into formal people management. The CX Lead serves as a senior technical and leadership resource for the Customer Experience team, helping team members navigate complex customer needs, strengthening product and process knowledge, and supporting consistent execution across the department. In this role, you will balance your own customer responsibilities with coaching, training, problem solving, process improvement, and cross-functional collaboration. You will work closely with the CX Supervisor and partner with Sales, Production, Layout, and other teams to resolve complex issues and improve the overall customer experience. Wage Range: $26.71 to $34.90 per hour Location: Liberty Lake, WA Type: Full Time – On-site What You'll Do
- Serve as a senior resource for Customer Experience team members by providing guidance on complex customer requests, workflows, products, processes, and sales opportunities.
- Coach and support team members in real time, helping them build confidence, improve problem-solving skills, and navigate challenging customer situations.
- Conduct and coordinate on-the-floor training for new and existing team members, including onboarding, process education, product knowledge, and ongoing development.
- Act as an escalation resource for complex customer concerns and work toward effective resolutions with customers and internal partners.
- Partner with the CX Supervisor to address team member questions, coaching opportunities, performance concerns, and other departmental needs.
- Monitor and evaluate team metrics, workload, quality, and key performance indicators to identify trends and opportunities for improvement.
- Observe and analyze workflows and processes to identify inefficiencies, recurring issues, and opportunities to improve the customer and employee experience.
- Serve as a communication bridge between Customer Experience, Sales, Production, Layout, and leadership to promote alignment and effective problem resolution.
- Represent the Customer Experience team in huddles, feedback discussions, reviews, and other internal communications.
- Partner with internal stakeholders to provide advanced product knowledge, technical support, and customer solutions.
- Participate in quality investigations, process improvement initiatives, and departmental projects.
- Balance individual workload and customer responsibilities with coaching, training, and team support.
- Support key customer experiences such as trade shows, customer visits, and plant tours through occasional travel.
- Assist CX leadership with departmental goals, escalations, projects, and other priorities.
Education & Experience
- Bachelor's degree in economics, marketing, business, or a related field.
- 3–5 years of sales or customer service experience, including demonstrated experience providing leadership, mentoring, coaching, training, or serving as an informal team leader.
- Experience working with complex customer needs, escalations, technical products, or cross-functional processes is strongly preferred.
- Equivalent combinations of education and experience may be considered when they provide the knowledge, skills, and abilities necessary to perform the role.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.