Senior Customer Experience Lead

12 hours ago

San Fernando, Central Luzon, Philippines beBeeCustomerSupport Full time ₱3,200,000 - ₱4,500,000
Customer Support Manager

The ideal candidate will possess exceptional leadership skills, strong mentoring abilities, and a proven track record in managing multiple teams.

We are seeking an experienced Customer Support Manager to oversee the customer service operations and enhance the quality of the customer experience.

  • Key Responsibilities:
  • Develop and implement training programs that improve agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leaders 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 for continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure customer service standards and policies are maintained within the team.

Ideal Candidate Traits:

  • Proven experience in managing multiple teams and developing strong leadership skills.
  • Exceptional communication and interpersonal skills.
  • Ability to inspire and develop talent.
  • Strong analytical and problem-solving skills.

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