Customer Experience Manager

4 weeks ago

Mabalacat, Philippines More Staffing LLC Full time

Customer Experience Manager (E-commerce - Home & Furniture) Direct message the job poster from More Staffing LLC Why join More Staffing? ✔️ No pay cuts/agency fees - you earn your full salary✔️ Work directly under the client (100% remote)✔️ Executive coaching & career support✔️ Supported from day one✔️ Be part of a strong Philippine talent pipeline Client Industry: E-commerce / Furniture Company Job Details Job Title: Customer Experience Manager Location: Remote Reports To: TBD Work Shift: Standard 9-5 ET Working Hours: Full-time 40 hours per week Rate: Starts at $10/hr, negotiable depending on skills and experience. Job Description: We are seeking a Customer Experience Manager who can bridge technical expertise, customer support excellence, and operational process leadership. This role is ideal for someone who can roll up their sleeves to troubleshoot issues while building scalable systems that enhance the overall customer journey. Key Responsibilities: Technical Support & Troubleshooting Provide hands‑on assistance with furniture assembly and home improvement troubleshooting for customers. Offer detailed guidance, best practices, and solutions for product setup and use. Customer Experience Management Oversee ticketing systems, live chat, reviews management, and knowledge base tools to ensure seamless operations. Monitor customer feedback and implement strategies to improve satisfaction and reduce escalations. Process Development & Optimization Create and maintain Standard Operating Procedures (SOPs), workflows, and knowledge resources for the customer experience team. Establish best practices for response times, communication quality, and issue resolution. Escalation Handling Act as the go‑to resource for resolving complex customer issues and managing escalations professionally. Customer Experience Strategy & Growth Identify gaps in processes, propose improvements, and execute initiatives that scale with the company’s growth. Collaborate cross‑functionally to ensure alignment between customer experience and business objectives. Qualifications: Proven technical experience with furniture assembly, troubleshooting, or home improvement. Strong background in customer service operations, including ticketing systems, live chat, and review management. Experience writing SOPs, setting up workflows, and building scalable support systems. Ability to manage escalations effectively and maintain a customer‑first mindset. Excellent communication skills (written & verbal) for both customer‑facing and internal documentation. Resourceful, proactive, and solutions‑driven, with the ability to work independently and adapt to changing systems. Process‑oriented but flexible, with strong problem‑solving skills and attention to detail. Leadership potential, capable of owning and scaling the customer experience function. Nice‑to‑Have: Previous experience in a customer experience leadership role or operations management. Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar platforms. Experience in knowledge base creation and self‑service resource development. Perks: ✔️ No agency fees / salary cuts - you get your full salary✔️ Work directly with international clients (100% remote) - be part of their core team✔️ Executive coaching & career support - grow with ongoing guidance from a coach✔️ Talent Referral Program - earn rewards when you refer successful hires✔️ Be part of a strong Philippine talent pipeline - join a community of top professionals building global careers #J-18808-Ljbffr

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