Senior Manager of Customer Experience

1 day ago

Cebu City, Central Visayas, Philippines beBeeCustomerSupport Full time $90,000 - $120,000
Customer Support Director

A successful Customer Support Director will lead and optimize our eCommerce business's customer support operations, requiring strong leadership skills and extensive experience in customer service management.

The ideal candidate will have outstanding written and verbal communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

  • Lead a team of customer support agents to deliver exceptional support
  • Identify and implement solutions to address recurring customer issues
  • Develop and maintain customer support SOPs for efficiency and consistency
  • Provide timely and effective support via email and chat

Main Responsibilities:
  1. Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments
  2. Manage and monitor the end-to-end order fulfillment process
  3. Utilize internal tools and systems to manage customer interactions and resolve inquiries
  4. Collaborate with internal teams to align customer service strategies

Qualifications and Skills:
  • Bachelor's degree in Business Administration or related field
  • Minimum 5 years experience in customer service management, preferably in e-commerce or subscription-based environments
  • Proven leadership experience with a track record of managing and coaching customer support teams

This is an exciting opportunity to lead our customer support operations to new heights.

As a Customer Support Director, you must stay informed about new product releases and feature updates to provide accurate information to customers. The role requires excellent communication, interpersonal, and conflict resolution skills, as well as the ability to work independently and collaboratively within a team environment.

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