Senior Customer Experience Manager

2 days ago

Caloocan City, National Capital Region, Philippines beBeeCustomerService Full time $60,000 - $80,000
Lead with Impact as Our Next Customer Service Team Lead

We are seeking a seasoned leader to motivate, mentor and elevate our customer support teams to deliver exceptional service for e-commerce brands.

Key Requirements:
  • A minimum of 3 years of leadership experience in a customer service environment is required.
  • Proven background in e-commerce customer service, preferably with Shopify, BigCommerce or Amazon experience.
  • Strong command of English, both written and spoken.
  • Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom or Gorgias.
  • Track record in managing KPIs, attendance and performance with precision.
  • Experience in regular team coaching, one-on-one mentoring and performance reviews.
  • Ability to assess team well-being and provide support where needed.
  • Analytical skills to create, interpret and act on performance reports.
Responsibilities:
  • Lead and monitor the performance of assigned agents to ensure KPIs are consistently met or exceeded.
  • Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Evaluate performance bi-annually and recommend opportunities for growth, promotions or recognition.
  • Promote a positive, supportive and high-performance culture.

This role is ideal for a results-driven leader who knows how to balance people management with operational excellence. If you have passion for delivering exceptional customer service and leading a team to success, we encourage you to apply.

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