Customer Experience Manager

6 days ago

Sorsogon, Bicol, Philippines beBeeTechnical Full time $90,000 - $105,000

The role of Team Lead, Technical Support involves overseeing a team to ensure seamless support for users and continuous improvement.

Key Responsibilities:
  • Manage time effectively to balance leadership duties with case work.
  • Lead by example in case quality and mentor junior staff.
  • Proactively address user concerns, ensuring problem resolution and customer satisfaction.
  • Become an expert in Turnitin Assessment Products and services, expanding knowledge on various product lines.
  • Manage team performance individually and collectively agree on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation, and recognition.
  • Ensure the team follows established operating procedures, collaborating with support leadership to drive solutions through knowledge sharing.
  • Enable individual team member development, delivering coaching and guidance as needed to achieve full potential.
  • Provide quality feedback to direct reports based on output from Quality and Knowledge teams.
  • Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to enhance customer experience.
  • Identify issues and trends with support leadership and tier 3 teams, understanding root causes.
  • Review top issues monthly for external education and ticket reduction.
  • Support creation of training modules.
  • Participate in recruitment activity for the team as required.
  • Develop awareness of business strategy and culture, reinforcing within the team.
  • Responsible for team scheduling, ensuring appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction, ensuring timely response and overall engagement.
  • Support client escalations and incident response.
  • Actively own and progress in personal development.
Requirements
  • Experience in building customer relationships (2+ years)
  • Technical Support team experience
  • Bachelor's Degree in Computer Science or equivalent work experience
  • Team leadership/supervisory experience
  • Strong working knowledge of Windows and Mac OS
  • Understanding of multiple integration paths
  • In-depth knowledge of expert areas: configuring integrations, features, bugs & known issues
  • Broad understanding of web technologies
  • Software as a Service (SaaS) understanding
  • Understanding of Learning Management Systems and how they interact with our service
  • Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
  • Proven track record of identifying case trends, working with management to track and resolve issues
  • User experience of CRM systems preferably Zendesk
  • Excellent written and verbal communication skills
  • Strong organizational and analytical skills
  • Experience in a coaching role
  • Familiarity with reporting
  • Past experience in the education field and/or with educational technology products
  • Past experience in an omni-channel contact center environment involving telephone, chat, and email channels
Personal Attributes
  • Action-oriented mindset
  • Passion for education
  • Passion for excellent customer and user experience
  • Ability to work in a fast-paced environment
  • Manage multiple priorities
  • Ability to work independently
  • Perform under pressure
  • Broad knowledge of online software relevant technologies
  • Strong leadership skills
  • Commercial awareness
  • Understanding of the education sector
  • Excellent interpersonal skills forming effective working relationships with internal and external partners

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