In this post, I’m going to show you how I went from a CX Analyst to a Team Lead, managing a team of six. I’ll also detail the responsibilities I took on at each stage of my journey at Ripio, a leader in the cryptocurrency and blockchain industry.
Some of the most important things I achieved were:
- Gaining invaluable experience in CX management, ensuring smooth onboarding processes and resolving complex customer issues.
- Strengthened problem-solving skills by managing high-priority inquiries and implementing data-driven strategies to improve efficiency.
- Developed team leadership abilities, providing mentorship, and driving performance improvements.
Stage 1: My role as CX Analyst Ssr
I started at Ripio as a CX Analyst, helping customers with platform-related issues and inquiries. At first, I handled regular inquiries via email using Zendesk, a CRM. As I consistently delivered effective solutions, I was given the responsibility of managing high-priority inquiries on social media and public platforms, where I handled more sensitive and visible cases.
Role and Responsibilities
Customer Support & Issue Resolution
Customer Onboarding
Non-Technical vs. Technical Queries
Social Media & High-Exposure Channels Support
High-Volume Inquiries
Needs Assessment
Direct Customer Resolution
Complex Issue Escalation
Error Reporting
CRM Documentation
Collaboration
Knowledge Sharing
Cross-Team Collaboration
Team Participation
Process Improvement
Identifying Root Causes
Help Center Optimization
Operational Feedback
Stage 2: My role as CX Team Lead
Over a couple of years, after demonstrating consistent performance and reliability, I was promoted to CX Team Lead. In this role, I balanced operational responsibilities with leadership tasks, overseeing a team of six agents and ensuring alignment with company goals.
Role and Responsibilities
Team Management and Operational Support
Leadership
Performance Oversight
Agent Support
Workflow Updates
Performance Optimization and Data Analysis
KPI Tracking
Trend Analysis
Data-Driven Strategies
Proactive Solutions
Team Training & Development
Onboarding & Coaching
Custom Training Sessions
Talent Development
Customer Experience Management
Critical Case Handling
Goal-Oriented Interactions
Strategic Decision-Making
Data-Driven Analysis
Process and Workflow Optimization
Cross-Departmental Collaboration
Cross-Team Issue Resolution
Stakeholder Engagement
Supplementary Leadership Tasks
Metrics Reporting
Performance Review
Time Management
Process Documentation
Legal Case Resolution
Continuous Improvement
Soft Skills
🗣️ Communication: Deliver clear guidance, set expectations, and maintain open communication with both team members and stakeholders.
👥 Leadership: Inspire and motivate teams, fostering accountability, trust, and a shared commitment to goals.
🧠 Strategic Thinking: Anticipate challenges, identify opportunities, and implement solutions that drive long-term improvement.
🔄 Adaptability: Adjust quickly to changing priorities and guide teams smoothly through transitions.
❤️ Empathy: Understand customer and team concerns, ensuring everyone feels valued and respected.
👂 Active Listening: Listen carefully to uncover root causes, address concerns effectively, and build trust.
Hillary Romero
Tools & Platforms Management
I have over seven years of experience in customer experience across telecommunications, technology, and cryptocurrency industries. My background includes managing multi-channel support, leading teams, and handling sensitive customer interactions with professionalism and care.
I’ve managed phone support, live chat, email, and social media interactions, ensuring consistent service quality and adapting communication strategies to meet each channel's unique requirements.
Yes, I’ve led teams responsible for managing high-visibility customer issues, overseeing daily operations, providing mentorship, and implementing strategies to improve team performance and efficiency.
I handle challenges with a focus on active listening, empathy, and strategic communication, ensuring customers feel heard while working towards a resolution that aligns with company goals.
I prioritize regular check-ins, performance monitoring, and clear feedback loops to maintain high-quality standards. I also focus on team training and mentorship to ensure everyone feels equipped to deliver exceptional service.
I focus on regular one-on-one check-ins, personalized feedback, and skill development, fostering a supportive environment where team members feel valued and motivated to excel.
Absolutely. I believe cross-department collaboration is essential for delivering seamless customer experiences, and I actively engage with product, marketing, and operations teams to align goals and share insights.