Senior Customer Experience Leader

3 days ago

Cainta, Calabarzon, Philippines beBeeManager Full time $74,000 - $151,000
Customer Service Manager

The successful candidate will lead and manage our customer service function to deliver high-quality support experience to clients and partners. They will develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations.

They will monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership. They will handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.

Candidates must have at least 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. They should have a strong understanding of customer service practices and customer journey management within tech or SaaS companies.

  • Key Responsibilities:
  • Lead and manage the customer service function
  • Develop and implement customer service policies, procedures, and standards
  • Monitor and analyze customer service metrics
  • Handle escalated customer issues and complaints
  • Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams
  • Build a feedback loop between customer support and product development
  • Work with ticketing systems to streamline processes and enhance support efficiency
  • Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution
  • Support the implementation of new tools and systems to scale customer support and improve automation where appropriate

About Us

We are a global no-code insurance platform for health, life, and P&C. We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more. We're an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world.

What You'll Love Working Here

We offer a fully remote work environment, flexible leave, and a competitive remuneration package. We also offer performance bonuses, stock options after 6 months, company activities, and learning and development plans.

Benefits

  • Fully Remote Work Environment
  • Flexible Leave Policy
  • Competitive Remuneration Package
  • Performance Bonuses
  • Stock Options After 6 Months
  • Company Activities
  • Learning and Development Plans

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