Customer Experience Manager

1 day ago

Baguio City, Cordillera, Philippines beBeeCustomerExperience Full time ₱800,000 - ₱1,200,000
Customer Experience Leader

The Customer Experience Leader plays a pivotal role in our organization, overseeing the development of a high-performing support team.

Key Responsibilities
  • Lead and develop a high-performing support team
  • Foster an inclusive, collaborative, and productive team culture
  • Grow the team with uniquely skilled, high-caliber individuals
  • Train and develop team members and expand their potential through active coaching and skill development
  • Set stretching but achievable goals, manage performance, celebrate successes, and motivate improvement where there is underperformance
Delivering Exceptional Customer Service
  • Ensure excellence in our support provided across phone/email/chat/zoom, with empathy and clarity in all customer interactions
  • Create a seamless experience with other teams to facilitate the conversion of trialists, product onboarding, management of accounts, and churn mitigation
  • Contribute to the Help Centre, continuing to expand and improve the content and accessibility of resources available to users
  • Be the highest escalation point for customer queries, before the development team
Driving Product Improvements
  • Become a product expert, understanding the product and its use cases deeply enough to effectively communicate with the product team and solve complex issues
  • Be the voice of the customer, delivering feedback to the product team to shape the product roadmap based on common customer needs and questions
  • Improve bug resolution through process and communication with the product team
  • Spend time in our ticketing system, Intercom, ensuring customers and prospects receive timely, helpful responses about software and hardware problems
  • Provide regular feedback to the team on trends in the support channel, including key metrics and NPS scores
  • Determine software and hardware requirements to provide solutions to problems
  • Adapt existing programs to meet users' requirements
  • Ensure efficient use of applications and equipment

This role requires strong leadership and communication skills, as well as the ability to analyze and resolve complex customer issues. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.

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