Customer Experience Manager

THE ROLE

Our client is looking for a take charge and results-oriented Customer Experience Manager to lead the customer service operations. Your goal is to enhance the customer experience, influence product improvements, and ensure seamless customer transitions from onboarding to support.

The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations.

SCHEDULE: 9:00 AM – 6:00 PM Central Standard Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Oversee and lead a team of customer service representatives to provide exceptional support to individual and business customers

·       Oversee that the customers' needs are met by hiring adequate staff and staffing the peak hours accordingly

·       Establish and maintain positive relationships with key customers, acting as the primary point of contact for escalated issues and concerns

·       Improve production levels of phone, email, chat, and social media responses through recurring meetings and huddles to communicate critical business updates and drive team member productivity

·       Assess customer relations processes continuously and propose improvements to enhance efficiency and customer experience

·       Oversee the management of the Gorgias platform and ongoing optimizations for continued usage and improvements within its capabilities

·       Gather feedback from customers and analyze market trends to identify opportunities for product improvement and customer satisfaction enhancements

·       Monitor and ensure the team meets service level agreements, customer service goals, and timelines

·       Develop and implement key performance indicators (KPIs) for customer service representatives and regularly analyze their performance to identify and address areas for improvement

·       Provide active coaching and training to representatives to help them develop their skills and knowledge and to overcome any weaknesses

·       Prepare reports by collecting, analyzing, and summarizing data and trends to improve processes, and ensure resources are properly allocated to maximize efficiency and customer satisfaction

QUALIFICATIONS

·       A bachelor’s degree is required or equivalent experience

·       7+ years of customer service management experience

·       Experience with Gorgias

·       Experience with Shopify is a plus

·       Strong communication and project management skills are required

·       Ability to handle a variety of tasks and can work independently

·       Ability to work with minimal supervision, and is capable of navigating complex challenges

·       Ability to make decisive, impactful decisions and push the team in that direction

·       Experience in a multi-client environment

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Analytical skills with particular attention to detail