Customer Experience Manager (E-commerce - Home & Furniture) - Remote

Overview

We are seeking a Customer Experience Manager who can bridge technical expertise, customer support excellence, and operational process leadership, ensuring customers receive timely, effective, and friendly support while driving internal process improvements.

In Short

• 100% remote position
• Full-time role with standard 9-5 ET working hours
• Oversee customer experience function
• Provide hands-on assistance with furniture assembly and troubleshooting
• Manage ticketing systems, live chat, and customer feedback
• Create and maintain Standard Operating Procedures (SOPs)
• Handle complex customer issues and escalations
• Identify process gaps and propose improvements
• Collaborate with cross-functional teams
• Be part of a strong Philippine talent pipeline

Requirements

• Experience in customer experience management
• Strong technical troubleshooting skills
• Ability to create and optimize processes
• Excellent communication skills
• Proven ability to handle escalations
• Experience with ticketing systems and customer feedback tools
• Strong leadership and team management skills
• Ability to work in a fast-paced environment
• Proficiency in developing training materials
• Cross-functional collaboration experience

Benefits

• No pay cuts or agency fees
• Executive coaching and career support
• Support from day one
• Opportunity to grow with the company
• Be part of a strong talent pipeline