Senior Customer Experience Manager

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱900,000 - ₱1,400,000
Customer Support Team Lead

We are seeking a seasoned Customer Support Team Lead to join our rapidly growing team. This is an exceptional opportunity for a highly motivated individual who thrives in a fast-paced environment and has a passion for delivering outstanding customer experiences.

About the Role

This is a senior-level position that will oversee the day-to-day operations of our customer support function. As a key member of our team, you will be responsible for leading a team of customer support specialists and ensuring that they have the necessary tools and resources to deliver high-quality support to our clients and partners.

Key Responsibilities:
  • Leverage your expertise to develop and implement customer service strategies that align with business objectives and exceed customer expectations.
  • Mentor and coach customer support specialists to enhance their skills and performance.
  • Analyze customer service metrics to identify areas for improvement and implement data-driven solutions to drive team performance and customer satisfaction.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience.
  • Develop and maintain knowledge of industry trends in InsurTech and customer experience to stay ahead of the curve.
Requirements
  • A minimum of 6 years of experience in customer service, 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 significant advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce).
  • 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 Arrangement.
  • Flexible Leave Policy.
  • 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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