Customer Experience Delivery Expert

1 day ago

Taguig, National Capital Region, Philippines beBeeService Full time $1,400,000 - $1,700,000
Customer Service Manager Job Description

Are you an expert in delivering exceptional customer experiences? Do you have a proven track record of leading and scaling customer service operations in a fast-paced environment?

This is an exciting opportunity to join our team as a Customer Service Manager, where you will be responsible for developing and implementing customer service policies, procedures, and standards that align with business goals and customer expectations.

  • Lead and manage the customer service function to deliver high-quality support experience to clients and partners.
  • Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations.
  • Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
  • Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve platform experience.
  • Build a feedback loop between customer support and product development to enhance feature development and usability.
  • Work with ticketing systems to streamline processes and enhance support efficiency.
Requirements
  • Minimum 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.
  • Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is a strong advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems.
  • 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.
  • A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements.
  • Fluent in English; additional language skills are a plus.
What We Offer
  • Fully Remote Work Environment.
  • Flexible Leave Policy.
  • International Team Environment.
  • Competitive Remuneration Package.
  • Performance Bonus.
  • Stock Options after 6 months.
  • Company Activities and Events.
  • Learning and Development Plan.
  • Remote Work Allowance.

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