Job Summary:
We are seeking a proactive and customer-focused Customer Experience Manager to lead the day-to-day operations of our customer experience team. In this managerial role, you will be responsible for supervising staff, optimizing customer interaction workflows, and ensuring the delivery of high-quality service across all touchpoints. You will play a vital role in maintaining customer satisfaction, loyalty, and engagement while contributing to broader service improvement initiatives.
Team Leadership & Management:
Supervise a team of Customer Experience Associates, providing guidance, coaching, and performance feedback.
Set goals, monitor KPIs, and ensure the team meets or exceeds service expectations.
Customer Experience Oversight:
Manage the customer journey from onboarding to support, ensuring timely and effective resolution of inquiries.
Address and resolve escalated customer concerns with professionalism and care.
Operational Efficiency:
Identify process improvements and workflow enhancements to increase service quality and team productivity.
Implement tools, scripts, or systems that support consistent and efficient customer interactions.
Training & Development:
Conduct onboarding sessions for new team members and ongoing training for the team.
Foster a customer-first culture through motivation, recognition, and ongoing development.
Customer Feedback & Reporting:
Collect and analyze customer feedback and satisfaction metrics (e.g., CSAT, NPS).
Generate reports and insights to identify trends, highlight wins, and uncover improvement areas.
Cross-Department Collaboration:
Work with Sales, Product, Operations, and Marketing to align customer service efforts with business objectives.
Represent the CX team in internal meetings, providing updates on team performance and customer trends.
Bachelor’s degree in Business Administration, Communications, or related field
5+ years of experience in customer service or customer experience roles
Minimum of 2 years in a supervisory or managerial capacity
Experience with CRM and support tools (e.g., Salesforce, HubSpot, Zendesk)
Strong leadership and team-building skills
Excellent communication, conflict resolution, and decision-making abilities
Customer-centric mindset with attention to detail
Data-driven with the ability to analyze and act on customer insights
Organized, adaptable, and capable of managing multiple priorities