Customer Experience Manager

1 day ago

Antipolo City, Calabarzon, Philippines beBeeCustomerExperience Full time ₱4,000,000 - ₱6,000,000

Job Title: Customer Experience Manager

About the Role

We are seeking a skilled and experienced Customer Experience Manager to lead our support team and deliver exceptional customer experiences across the entire customer journey.

Key Responsibilities
  • Leverage your expertise to develop a high-performing support team with an inclusive, collaborative, and productive culture.
  • Mentor and coach team members to enhance their skills and capabilities through active training and development programs.
  • Set ambitious goals, monitor performance, recognize achievements, and encourage improvement where necessary.
Delivering Excellent Customer Experience
  • Ensure seamless and empathetic interactions with customers via phone, email, chat, or zoom, showcasing clarity and professionalism in all interactions.
  • Collaborate with cross-functional teams to create a cohesive experience for trialists, product onboarding, account management, and churn mitigation.
  • Contribute to the development of the Help Centre by expanding and refining content, as well as enhancing resource accessibility for users.
Driving Product Enhancements
  • Develop a deep understanding of our products to effectively communicate with the product team and address complex issues.
  • Prioritize customer needs and feedback to inform the product roadmap and drive product improvements.
KPIs

Team performance metrics include support team development, median response time, global support contributions, quality of responses, CSat ratings, and customer conversation metrics.

To thrive in this role, you will be offered flexibility, dynamic workspaces, free refreshments, state-of-the-art security, game rooms, competitive compensation, opportunities for professional growth, and a supportive community.

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