Senior Customer Experience Leader

7 days ago

Biñan, Calabarzon, Philippines beBeeCustomerService Full time ₱50,528 - ₱67,267
Job Title: Customer Support Manager

This is a high-performing leadership opportunity for an experienced Customer Support Manager to drive operational efficiency, customer satisfaction, and team growth.

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
Requirements:
  • A minimum of 5 years of experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred. Proficiency in Zendesk is required.
Must-have Qualifications:
  • A passion for fostering a positive team culture and delivering excellent customer service.

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