Global Customer Experience Leader

18 hours ago

General Santos, Soccsksargen, Philippines beBeeLeadership Full time ₱60,000 - ₱80,000
Job Description

The ideal candidate will oversee and enhance the customer service operations, focusing on the human aspect of customer support. This includes driving initiatives to improve employee performance, customer relationships, and team dynamics.

The Customer Support Manager will be responsible for developing the support team's skills, ensuring the right resources are in place, and promoting a customer-centric culture within the organization.

This role offers an exciting opportunity to make a real impact on customer satisfaction, operational efficiency, and brand reputation while gaining global experience, ownership, and leadership growth opportunities.

Key Responsibilities
  • Develop and implement training programs that 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 performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
  • Advocate for the needs and professional growth of the support team within the broader company framework.
  • Collaborate with leadership to ensure alignment between company objectives and the customer service team's approach.
  • Assist with the development and implementation of retention strategies and career progression plans.
Requirements

At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America.

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. Proficiency in Zendesk is required.

A passion for fostering a positive team culture and delivering excellent customer service.

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