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Customer Experience Manager

2 weeks ago

Manila, National Capital Region, Philippines beBeeCustomer Full time ₱5,500,000 - ₱7,500,000

Job Title: Customer Experience Manager

About the Role

We are seeking an accomplished professional to lead and scale our support operations department. As a key member of our team, you will be responsible for mentoring a growing team of support specialists, owning the support infrastructure, and ensuring smooth day-to-day operations across all support verticals.

Key Responsibilities:
  • Manage and mentor 2–3 Support Specialists, providing daily guidance and performance feedback as the team expands.
  • Oversee scheduling and ensure seamless 7-day support coverage.
  • Serve as the lead escalation point for complex technical or clinical workflow issues, escalating to executive leadership only when absolutely necessary.
  • Cultivate a culture of ownership, clarity, and high accountability within the support team.
Requirements:
  • 3+ years of experience in customer support management, preferably within healthcare or tech.
  • Proven expertise in ticketing systems, including automation, reporting dashboards, and macros.
  • Comfortable using collaboration tools and software applications.
  • Strong understanding of workflows—especially urgent care, telehealth, pharmacy, or nursing contexts (familiarity with medication and dosage terminology is critical).
  • Excellent interpersonal and presentation skills, with the ability to lead teams and deliver insights confidently to stakeholders.
  • Proactive, energetic, and highly accountable problem-solving approach.
  • Clear and professional communication skills.
  • Availability for escalation as needed.
Benefits:
  • Retention bonuses at key milestones.
  • Community-driven benefits like an annual retreat.
  • Ongoing training and development opportunities.