Customer Experience Manager

Role Overview

We seek an experienced and proactive Customer Experience Manager to lead and expand our customer experience department. This pivotal role involves being the primary liaison for clients regarding service matters while managing, mentoring, and growing a team of 20 to 30 customer service agents. You will be responsible for the daily operations, processes, tools, and metrics ensuring smooth and efficient team performance.

Key Responsibilities

• Lead and nurture a team of 20–30 customer service representatives and team leads by setting clear objectives, delivering consistent feedback, and fostering a motivated, high-performance culture.
• Manage client relationships by conducting regular business reviews, communicating performance relative to service level agreements, and acting as the top escalation contact.
• Oversee daily performance across multiple channels including phone, email, chat, and ticketing systems by managing staffing, schedules, and workloads to meet service expectations.
• Develop and continuously refine workflows, standard operating procedures, and escalation processes to support scalable growth.
• Manage customer service technologies including choosing, implementing, and optimizing platforms like Zendesk, Gorgias, or Salesforce, focusing on automations and reporting.
• Define, monitor, and report critical KPIs such as customer satisfaction, first response time, resolution time, quality, and productivity, using data insights for ongoing improvement.
• Collaborate cross-functionally with operations, product, and sales teams to gather customer feedback and enhance overall customer experience.
• Recruit, onboard, and train new personnel to build a scalable team infrastructure aligned with business growth.

Candidate Profile

• 5 to 10 years’ experience managing customer service teams, including hiring, coaching, and performance oversight.
• Proven capability managing teams of 20–30, successfully meeting service and quality goals at scale.
• Strong client management skills with the ability to foster executive-level relationships and confidently represent the company externally.
• Expertise in customer service operations, workflows, and CRM/help desk tooling, with an understanding of performance metrics.
• Self-motivated individual who can operate independently, establishing processes and systems from the ground up.
• Comfortable thriving in fast-paced, evolving startup environments characterized by ambiguity and growth.
• Excellent communicator and problem-solver adept at managing escalations and complex conversations with a calm, solution-focused approach.
• Data-oriented mindset in managing team performance, decision-making, and refining the customer experience.

Preferred Qualifications

• Experience in e-commerce, logistics, fulfillment, or other high-demand operational sectors.
• Background in implementing or migrating customer service technology platforms.
• Prior experience leading remote or distributed teams.