Chief Customer Experience Officer

2 days ago

Mabalacat, Central Luzon, Philippines beBeeSupport Full time $90,000 - $120,000
Customer Support Excellence

We are seeking a seasoned Customer Support Specialist to lead and manage our customer service function. This is a critical role that requires strong leadership skills, excellent communication abilities, and a passion for delivering high-quality support experiences.

About the Role

In this position, you will be responsible for developing and implementing customer service policies, procedures, and standards that align with our business goals and customer expectations. You will also monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.

You will handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction. Additionally, you will collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience.

This is a senior-level role that requires a minimum of 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role. You should have a strong understanding of customer service practices and customer journey management within tech or SaaS companies.

Previous experience in the insurance or InsurTech space is an advantage, but not required. Proven track record of leading and scaling customer service operations in a fast-paced environment is essential. Proficiency with customer support platforms and CRM systems is also required.

You should have exceptional problem-solving skills and a proactive approach to resolving customer challenges. Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams are necessary.

A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements is crucial. Fluency in English is required, and additional language skills are a plus.

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