Global Customer Experience Director

2 days ago

Baguio City, Cordillera, Philippines beBeeLeadership Full time ₱3,000,000 - ₱6,000,000
Job Overview

Our organization is seeking a skilled Customer Support Manager to lead our customer service operations. This role focuses on overseeing and enhancing the human aspect of customer support, driving initiatives to improve employee performance, customer relationships, and team dynamics.

Key Responsibilities:

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
  • Advocate for the needs and professional growth of the support team within the broader organization framework.
  • Collaborate with leadership to ensure alignment between organizational objectives and the customer service team's approach.

Requirements:

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred. Proficiency in Zendesk is required.
  • A passion for fostering a positive team culture and delivering excellent customer service.

This is an excellent opportunity for someone who wants to gain global experience, ownership, and leadership growth opportunities while making a real impact on customer satisfaction, operational efficiency, and brand reputation.

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