Director of Client Experience

23 hours ago

Batangas, Calabarzon, Philippines beBeeCustomer Full time $90,000 - $110,000
Job Opportunity

We are seeking a dedicated and innovative leader to spearhead our customer experience function.

This role requires someone with extensive knowledge of e-commerce operations, customer success strategies, and team management.

  • The ideal candidate will have at least 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
  • A background in e-commerce operations, preferably with Shopify and QuickBooks experience, is highly desirable.

The successful candidate will be responsible for defining scalable customer success strategies, establishing and tracking KPIs, processes, and team goals aligned with business objectives.

They will also build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.

Key ResponsibilitiesCustomer Success Leadership
  • Own the end-to-end customer experience and define scalable customer success strategies.
  • Establish and track KPIs, processes, and team goals.
  • Build, manage, and mentor a high-performing customer success team.
Sales Enablement & Channel Coordination
  • Enable the consultative sales process through client communications.
  • Oversee accurate and timely quote and invoice creation using various tools.
  • Support third-party and social commerce sales channels in coordination with marketing and sales teams.
Post-Sales Operations & Aftersales Support
  • Manage client onboarding and equipment setup.
  • Respond to customer inquiries regarding product use, service needs, and ongoing support.
  • Facilitate additional orders of accessories, filters, or parts.
Shipping, Damage, and Returns Management
  • Lead customer communications related to logistics, damages, and return claims.
  • Work with logistics teams to ensure fast, clear resolutions and optimize related processes.
Process Improvement
  • Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
  • Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.
Qualifications
  • Minimum 5 years of experience in a client-facing operations or customer success role.
  • A background in e-commerce operations, preferably with Shopify and QuickBooks experience.
  • Outstanding written and verbal communication skills.
  • Strong analytical and problem-solving skills with attention to detail.
What We Offer
  • A remote-first, globally distributed team and flexible work environment.
  • The opportunity to lead a high-impact function within a fast-growing brand.
  • A collaborative, passionate culture driven by innovation and a love for coffee.

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