Senior Manager, Customer Experience - Remote

Overview

The Senior Manager, Customer Experience, owns the customer experience function across all inbound support channels including agents and AI implementations, ensuring high-quality interactions across email, live chat, and support-based video calls.

In Short

• Owns the customer experience function across all inbound support channels.
• Drives CX strategy and leverages analytics to improve customer interactions.
• Actively supports live chat and email channels.
• Focuses on Marketplace eCommerce CX and SaaS Support CX.
• Analyzes customer data to develop actionable insights.
• Develops dashboards to track key CX metrics.
• Identifies inefficiencies in the customer journey.
• Manages a team of CX professionals.
• Develops training programs for CX teams.
• Establishes processes for capturing customer feedback.

Requirements

• Experience in customer experience management.
• Strong analytical skills.
• Proven leadership experience.
• Excellent communication skills.
• Ability to implement process improvements.
• Experience in eCommerce and SaaS support.
• Familiarity with customer feedback mechanisms.
• Experience in training and development.

Benefits

• Opportunity to lead a dynamic customer experience team.
• Engagement with both B2B and B2C customer interactions.
• Ability to drive significant improvements in customer satisfaction.
• Work in a customer-centric company culture.