CX Coach

• Hybrid - Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

Essential Job Duties

Are you passionate about coaching and empowering customer-facing teams? Do you thrive in a fast-paced environment where you can make data-driven decisions, mentor others, and drive meaningful change? If so, we want you to join our Customer Experience team as a CX Coach!

As a CX Coach at BambooHR, you will be at the forefront of shaping our customer experience team’s success. This role is all about coaching, influencing, and inspiring team members while ensuring every customer interaction aligns with our brand values and high standards. You'll spend your days actively engaging with employees, providing feedback, and fostering a culture of continuous improvement, ownership, and accountability.

You will:

• 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.

What You Need to Get the Job Done

Experience & Education:

• 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.
• Familiarity with customer engagement platforms, CRM systems, and QA tools is a plus.

Skills & Technical Proficiency:

• 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.

What Will Make Us REALLY Love You

• 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.

What You'll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor,  & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 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.
• Give back.  Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.

• Amazing Office Amenities. 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.