Customer Support Experience Leader

2 days ago

Province of Palawan, Mimaropa, Philippines beBeeCustomerService Full time $90,000 - $120,000
Customer Service Manager Job Summary

We are seeking an experienced Customer Service Manager to lead our customer service function and deliver high-quality support experience to our clients.

You will develop and implement customer service strategies, policies, and standards to align with business objectives and customer expectations.

Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.

Manage escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.

Collaborate cross-functionally with internal teams to resolve customer pain points and improve our platform experience.

Requirements

  • Minimum 6 years of experience in customer service management, including at least 2 years in a leadership or supervisory role.
  • Strong understanding of customer service practices and customer journey management within the tech industry.
  • Previous experience in managing customer service operations in a fast-paced environment is highly desirable.
  • Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom).
  • 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.

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