Service Experience Manager

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeCustomerSupport Full time $80,000 - $100,000
Key Responsibilities

The ideal candidate will oversee and manage the customer support function to deliver exceptional service experiences to clients and partners. This entails developing and implementing customer service policies, procedures, and standards aligned with business objectives and customer expectations.

  • Oversee and lead the customer service team to ensure timely resolution of customer issues and complaints.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve platform usability.
  • Develop a feedback loop between customer support and product development to enhance feature development and user experience.
  • Work with ticketing systems to streamline processes and enhance support efficiency.
Requirements

We are seeking an experienced professional with a strong understanding of customer service practices and customer journey management within tech or SaaS companies.

  • Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is highly desirable.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems.

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