Senior Customer Experience Manager

2 days ago

Mabalacat, Central Luzon, Philippines beBeeLeadership Full time $60,000 - $80,000
Customer Service Team Lead Job Overview

This leadership role is responsible for guiding and supporting our customer service team to ensure they consistently meet or exceed key performance indicators.

Key Responsibilities:
  • Minimum 3 years of experience in a leadership position within a customer service environment.
  • A strong background in e-commerce customer service, with experience in tools like Shopify, BigCommerce, or Amazon being highly valued.
  • Excellent written and spoken English skills are essential.
  • The ideal candidate will have familiarity with support software such as G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
  • They must also possess analytical skills to create, interpret, and act on performance reports.
Day-to-Day Activities:
  1. Lead and monitor the performance of assigned agents to ensure KPIs are met or exceeded.
  2. Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  3. Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  4. Promote a positive, supportive, and high-performance work culture.

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