Leading Customer Experience Manager

2 days ago

Batangas, Calabarzon, Philippines beBeeCustomerService Full time ₱4,000,000 - ₱8,000,000
About Our Opportunity

We are seeking an experienced Customer Service Manager to lead our customer service team and ensure efficient, high-quality service delivery. This role will be critical in helping us maintain our reputation for outstanding client relationships.

You will oversee the team responsible for answering inquiries, resolving issues, and supporting our clients throughout their journey with us. You will also be a key liaison between the customer service department and other teams, working to continuously improve processes and enhance the overall client experience.

Key Responsibilities
  • Lead, mentor, and manage the day-to-day operations of the Customer Service team.
  • Train and develop team members to ensure they have the tools and knowledge to perform at their best.
  • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
  • Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
  • Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
  • Develop and implement best practices for customer service processes and workflows.
  • Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
  • Drive initiatives to enhance customer loyalty, satisfaction, and retention.
  • Create and maintain detailed customer service documentation, FAQs, and knowledge base content.
  • Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.
Requirements
  • 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
  • Strong experience managing a team and fostering a collaborative, customer-centric culture.
  • Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
  • Strong problem-solving and conflict resolution skills.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  • Familiarity with customer service platforms and CRM tools.
  • A passion for delivering exceptional service and building lasting client relationships.
  • Prior experience in a creative or design-driven environment is a plus.
  • Strong organizational skills and attention to detail.
  • Willingness to work US business hours.
  • Required language(s): English
The Ideal Candidate
  • Intellectually curious - possesses a natural disposition and comfort to ask questions, challenge the status quo, and a desire to 'get to the bottom of things' if they see something not quite right
  • Self-motivated with a meaningful reason to deliver excellence
  • Good communication skills that enhance collaboration, minimize misunderstandings, and at a frequency that is appropriate for a remote team
  • Radical candor - Coachable, accepting of constructive negative feedback and willing to provide constructive negative feedback where applicable
  • Operates with a level of urgency - values immediate action where prudent, enables quick decision-making, swift problem-solving, and seizing opportunities in a dynamic business environment
  • Natural customer centricity - has an affinity to always start their train of thought or analysis with the customer's perspective, bias towards talking to the customer to understand them
  • Results-driven - focuses on achieving and exceeding measurable objectives

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