Strategic Customer Experience Manager

19 hours ago

Calamba, Calabarzon, Philippines beBeeCustomerSupport Full time ₱4,000,000 - ₱8,000,000
Job Summary:

We are seeking a Customer Support Manager to lead our AMER and EMEA-time zone support team, drive product fixes and improvements, and deliver excellent customer experience across the customer journey.

About the Role

The Customer Support Manager is responsible for developing a high-performing support team, creating an inclusive and productive team culture, and training and developing team members to expand their potential.

Key Responsibilities:
  • Developing a high-performing support team with uniquely skilled individuals.
  • Creating an inclusive, collaborative, and productive team culture.
  • Training and developing team members through active coaching and skill development.
  • Setting stretching but achievable goals, managing performance, and motivating improvement where needed.
Delivering Excellent Customer Experience:
  • Ensuring excellence in support provided across phone, email, chat, and zoom interactions.
  • Creating a seamless experience with other teams to facilitate trialist conversion, product onboarding, account management, and churn mitigation.
  • Contributing to the Help Centre by expanding and improving content and accessibility of resources.
  • Being the highest escalation point for customer queries before the development team.
Driving Product Fixes and Improvements:
  • Becoming a product master to effectively communicate with the product team and solve complex issues.
  • Delivering feedback to the product team to shape the product roadmap based on common customer needs and questions.
  • Improving bug resolution through process and communication with the product team.
  • Providing regular feedback to the team on trends in the support channel, including key metrics and NPS scores.
Requirements:
  • Demonstrated leadership experience in customer support or a related field.
  • Excellent communication and interpersonal skills.
  • Ability to analyze problems and develop effective solutions.
  • Strong technical skills, including proficiency in software and hardware requirements.
What's in It for You:
  • Flexibility to work remotely and enjoy a better work-life balance.
  • Inspiring workspaces designed to fuel productivity and creativity.
  • Competitive compensation and opportunities for professional growth.
  • A supportive community dedicated to your success.

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