Chief Customer Experience Officer

22 hours ago

Taguig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱5,410,400 - ₱7,083,400

About This Role

We are seeking a seasoned Customer Support Manager to join our team. As a key member of our support organization, you will play a critical role in delivering exceptional customer experiences.

The ideal candidate will have a proven track record of success in customer support management, with expertise in training and development, team management, performance monitoring, leadership, and culture advancement.

Key Responsibilities:

  • Training and Development: Develop and implement comprehensive training programs to enhance agents' skills, product knowledge, and customer service techniques.
  • Team Management: Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Performance Monitoring: Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Leadership: Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Culture Advancement: Ensure that customer service standards and policies are maintained and upheld within the team.

Requirements:

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.
  • Experience in managing multiple teams, with strong leadership and mentoring skills.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.

Nice to Have:

  • Proven experience working with Western companies, ideally based in North America.
  • Proficiency in Zendesk is required.

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