Customer Experience Manager

1 day ago

Caloocan City, National Capital Region, Philippines beBeeLeadership Full time ₱500,000 - ₱850,000
Key Leadership Role: Customer Support Team Lead

This is a pivotal leadership position in our customer support organization, responsible for overseeing daily support operations and developing a high-performing team of customer support specialists.

Responsibilities
  • Develop and lead a team of skilled customer support specialists to deliver exceptional client experiences through empathetic communication and problem-solving skills.
  • Oversee daily support activities including ticket management, call queues, and issue escalations to ensure efficient resolution and effective collaboration with cross-functional teams.
  • Monitor team performance, set clear Key Performance Indicators (KPIs), and ensure service levels are consistently met by implementing process improvements and optimizing workflows.
  • Provide coaching and guidance to team members to enhance their skills and address complex customer issues, serving as the point of escalation for high-priority cases.
  • Collaborate with technical teams to resolve cross-functional issues and develop strategic solutions that align with business objectives.
  • Conduct regular performance reviews, provide constructive feedback, and foster a culture of continuous learning and growth within the team.
  • Identify opportunities for process improvements and contribute to building a scalable support infrastructure that aligns with organizational goals.
  • Track and analyze customer support trends, recurring issues, and product/service improvement opportunities to inform data-driven decisions and drive business outcomes.
Requirements
  • Fluency in English language
  • Proficiency in using Salesforce or similar CRM systems
  • Strong leadership, coaching, and motivational skills to inspire team performance and drive results
  • Minimum 3 years of experience in customer support with at least 1 year in a supervisory or team lead role
  • Excellent organizational, multitasking, and time management abilities
  • Effective communication and interpersonal skills to collaborate with diverse stakeholders
  • Flexibility and adaptability in a fast-paced environment with changing priorities and deadlines

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