Customer Experience Manager - Remote

Overview

The Customer Experience Manager will lead and evolve the customer support strategy across various channels, ensuring high levels of customer satisfaction and loyalty.

In Short

• Lead and manage the day-to-day operations of the CX team.
• Oversee customer service across multiple platforms.
• Set and monitor KPIs including response times and resolution rates.
• Maintain brand voice in all communications.
• Handle escalated customer issues with empathy.
• Collaborate with cross-functional teams to improve customer journey.
• Audit tickets for quality assurance.
• Implement process improvements for efficiency.
• Update internal knowledge bases and FAQs.
• Coordinate scheduling across the CX team.

Requirements

• Proven experience in customer experience management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze data and monitor KPIs.
• Proficiency in customer support tools (e.g., Gorgias, Shopify).
• Experience in e-commerce and social media support.
• Problem-solving mindset with a customer-first approach.
• Ability to work flexible hours when needed.
• Strong organizational skills and attention to detail.
• Empathy and sound judgment in handling customer issues.

Benefits

• Opportunity to work remotely.
• Dynamic and innovative work environment.
• Professional development opportunities.
• Collaborative team culture.
• Flexible working hours.
• Impactful role in shaping customer experience.
• Access to company resources and tools.
• Health and wellness benefits.
• Possibility of career advancement.
• Work-life balance support.