Senior Customer Experience Manager

1 day ago

Lipa City, Calabarzon, Philippines beBeeCustomer Full time $100,000 - $150,000
Customer Support Lead

As a key member of our team, you will be responsible for delivering exceptional support experiences to clients and partners. You will develop and implement customer service policies, procedures, and standards that align with business objectives and customer expectations.

Main Responsibilities:
  • Lead and manage the customer service team to achieve high-quality support experiences for clients and partners.
  • Develop and implement customer service strategies, policies, and standards to align with business goals and customer needs.
  • Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
  • Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve platform experience.
  • Benchmark industry best practices and adopt innovative solutions to enhance feature development and usability.
  • Work with ticketing systems to streamline processes and enhance support efficiency.
  • Help define and drive adoption of Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), resolution time, and first contact resolution.
  • Support the implementation of new tools and systems to scale customer support and improve automation where appropriate.
Requirements:
  • Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • Strong understanding of customer service principles and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is a strong advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems.
  • 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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