We are looking for a Customer Experience Manager with an analytical and operational mindset to join our CX team.
You will serve as an interface between our customers and the company, maintain high team performance, execute against SLAs and KPIs, and create new efficient processes to increase our CSAT score.
Your life will look like.:
* Lead and mentor a remote team of customer experience representatives, driving customer satisfaction and retention.
* Harness creativity and analytical acumen to interpret data from diverse sources, transforming insights into actionable strategies that enhance customer experience and team performance.
* Act as the primary point of escalation for representative inquiries and complex customer issues, ensuring timely and effective resolution.
* Manage the teams day-to-day operations, ensuring compliance with protocols and achievement of performance standards.
* Develop new workflows and templates, and support new product and feature launches from the customer service perspective.
You will serve as an interface between our customers and the company, maintain high team performance, execute against SLAs and KPIs, and create new efficient processes to increase our CSAT score.
Your life will look like.:
* Lead and mentor a remote team of customer experience representatives, driving customer satisfaction and retention.
* Harness creativity and analytical acumen to interpret data from diverse sources, transforming insights into actionable strategies that enhance customer experience and team performance.
* Act as the primary point of escalation for representative inquiries and complex customer issues, ensuring timely and effective resolution.
* Manage the teams day-to-day operations, ensuring compliance with protocols and achievement of performance standards.
* Develop new workflows and templates, and support new product and feature launches from the customer service perspective.
Requirements:
* A minimum of 2 years of experience in a global tech support or CX team is essential.
* Analytical skills and experience with data analysis and operations.
* Understanding customer experience/interaction channels and technology, including customer support technologies, CRM, social media, chat, etc.
* Strong writing, editing, and proofreading skills in English.
* Experience with various data and automation tools is a significant advantage.
* A collaborative team player with a 'no task is too small' mindset.
* Strong interpersonal skills and client service orientation.
* The ability to be flexible and quickly adapt to changing business needs, priorities, and processes.
* A minimum of 2 years of experience in a global tech support or CX team is essential.
* Analytical skills and experience with data analysis and operations.
* Understanding customer experience/interaction channels and technology, including customer support technologies, CRM, social media, chat, etc.
* Strong writing, editing, and proofreading skills in English.
* Experience with various data and automation tools is a significant advantage.
* A collaborative team player with a 'no task is too small' mindset.
* Strong interpersonal skills and client service orientation.
* The ability to be flexible and quickly adapt to changing business needs, priorities, and processes.
This position is open to all candidates.
