Senior Customer Experience Manager

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomerService Full time $90,000 - $120,000
Job Overview

The successful candidate will lead and manage customer service operations to deliver a high-quality support experience.

Main Responsibilities:
  • Develop and implement customer service strategies, policies, and procedures that align with business objectives and customer expectations.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement, drive team performance, and provide actionable insights to stakeholders.
  • Handle escalated customer issues and complaints in a professional and timely manner, ensuring effective resolution and high customer satisfaction.
  • Collaborate cross-functionally with product, engineering, sales, and operations teams to resolve customer pain points and enhance the overall user experience.
  • Foster a feedback loop between customer support and product development to inform feature development and improve usability.
Requirements:
  • At least 6 years of experience in customer service, preferably in a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • A strong understanding of customer service principles and customer journey management within tech or SaaS companies.
  • Prior experience in the insurance or InsurTech industry is a significant advantage.
  • A proven track record of leading and scaling customer service operations in a fast-paced environment.

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