Senior Customer Experience Lead

1 day ago

Cainta, Calabarzon, Philippines beBeeCustomerSupportManager Full time ₱4,000,000 - ₱7,000,000
Job Description

We are seeking an exceptional individual to lead our customer service operations and drive initiatives that improve employee performance, customer relationships, and team dynamics.

This role is focused on the human aspect of customer support, requiring a highly skilled professional who can develop and implement training programs, collaborate with leadership, and monitor performance metrics.

The ideal candidate will be able to manage the performance review process, set clear goals for team members, and provide feedback to ensure continuous improvement.

  • Develop and implement comprehensive training programs to enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor key performance indicators (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
Requirements

To succeed in this role, you will need:

  • A minimum of 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred.

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