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Senior Manager, Customer Experience Lead

2 months ago

Los Angeles, California, United States Circle International Bermuda Limited. Full time

Job Summary

We are seeking a highly experienced and skilled Senior Manager, Customer Experience Lead to join our team at Circle International Bermuda Limited. This is an exciting new role that will play a critical part in helping us scale and deliver exceptional service to all of our customers around the world.

Key Responsibilities

  • Recruiting, hiring, training, and coaching a team of customer support representatives to deliver outstanding customer experiences.
  • Creating and delivering strategic plans for customer experience in North America West, ensuring alignment with company goals and objectives.
  • Developing and publishing policies and procedures for the customer support organization, ensuring compliance with industry standards and best practices.
  • Managing a team of customer support representatives to ensure that all customers are delighted with the service provided.
  • Optimizing support flows and tools used for tracking and responding to customers, ensuring timely and effective resolution of issues.
  • Defining and maintaining service level agreements (SLAs) for all issue types and priorities, handling critical escalations, and providing incident reports to customers.
  • Reporting regularly to internal stakeholders on customer support operations and working with customer success managers and sales account executives on customer-related initiatives.
  • Partnering closely with peers in other regional locations to ensure continuity of service and alignment with company goals.

Requirements

  • 10+ years of experience in customer experience or customer support roles, with a proven track record of delivering exceptional customer experiences.
  • 3+ years of managerial experience, preferably managing support teams, with a strong focus on leadership and team development.
  • Experience building, operating, and enhancing 24x7x365 customer support teams, with a focus on scalability and efficiency.
  • Experience managing international teams, with a strong understanding of cultural and linguistic differences.
  • Knowledge of software solutions such as Zendesk and JIRA, with experience in implementing and optimizing support tools.
  • Experience working well cross-functionally and articulating complex problems clearly, with a strong focus on communication and collaboration.
  • The ability to thrive in a fast-paced environment with high levels of autonomy and responsibility, with a strong focus on adaptability and flexibility.
  • Experience working with customer success and sales teams on customer engagements, with a strong focus on customer relationships and partnerships.
  • A track record of achieving high levels of customer satisfaction and operational excellence, with a strong focus on metrics and performance.
  • A passion and talent for writing, along with excellent verbal communication skills, with a strong focus on storytelling and narrative.
  • Proficiency in Google Suite, Slack, and Apple MacOS, with experience in using technology to enhance customer support and experience.