Senior Customer Experience Leader

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomerExperience Full time $80,000 - $120,000
Job Title:

Senior Customer Experience Leader

This role is responsible for leading and developing a high-performing team to ensure consistent achievement of service levels and customer satisfaction.

About the Role:

We are seeking a highly skilled and proactive leader to join our team. The ideal candidate will have experience in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.

Responsibilities:
  • Operational Excellence: Establish key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implement robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Refine Phone Support processes to enhance the overall customer experience.
  • Team Leadership: Build and mentor a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Develop and train new joiners for the role.
  • Documentation & Reporting: Document team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes.
Requirements:
  • Exceptional verbal and written communication skills in English.
  • Emotional intelligence and empathy.
  • Critical thinking and problem-solving mindset.
  • Proficiency with customer service tools and analytics platforms.
Benefits:
  • A fast-growing direct-to-consumer brand.
  • Experienced founders with successful projects.
  • A self-improvement-driven culture of top performers.
  • A fun and performance-oriented work environment.

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