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Senior Manager, Customer Experience Lead

2 months ago

Phoenix, Arizona, United States Circle International Bermuda Limited. Full time

**Customer Experience Visionary Wanted for Circle International Bermuda Limited.**

We are seeking a seasoned Customer Experience leader to join our team at Circle International Bermuda Limited. as a Senior Manager, Customer Experience Lead. This is an exciting new role that will play a critical part in shaping our Customer Experience strategy and driving exceptional service to our customers worldwide.

As a key member of our Customer Experience leadership team, you will be responsible for:

  • Developing and executing strategic plans to deliver outstanding customer experiences
  • Recruiting, hiring, training, and coaching a team of Customer Support representatives
  • Creating and implementing policies and procedures to ensure seamless customer support
  • Managing a team of Customer Support professionals to ensure 24/7/365 coverage
  • Defining and maintaining Service Level Agreements (SLAs) for all issue types and priorities
  • Reporting regularly to internal stakeholders on customer support operations
  • Partnering with cross-functional teams to drive customer-related initiatives

We are looking for a results-driven individual with a passion for customer experience and a proven track record of delivering exceptional results. If you have:

  • 10+ years of experience in customer experience or customer support roles
  • 3+ years of managerial experience, preferably managing support teams
  • Experience building, operating, and enhancing 24x7x365 customer support teams
  • Experience managing international teams
  • Knowledge of software solutions such as Zendesk and JIRA
  • Excellent verbal and written communication skills
  • A passion for writing and a talent for articulating complex problems clearly

Then we want to hear from you Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you