Senior Manager, Customer Experience Lead

6 days ago

San Diego, 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 efficient and effective issue resolution.
  • 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 strong track record of delivering exceptional customer experiences.
  • 3+ years of managerial experience, preferably managing support teams, with a proven ability to lead and motivate high-performing teams.
  • Experience building, operating, and enhancing 24x7x365 customer support teams, with a strong understanding of industry standards and best practices.
  • Experience managing international teams, with a proven ability to work effectively in a global environment.
  • Knowledge of software solutions such as Zendesk and JIRA, with a strong understanding of their capabilities and limitations.
  • Experience working well cross-functionally and articulating complex problems clearly, with a strong ability to communicate effectively with stakeholders at all levels.
  • The ability to thrive in a fast-paced environment with high levels of autonomy and responsibility, with a strong ability to prioritize tasks and manage multiple projects simultaneously.
  • Experience working with customer success and sales teams on customer engagements, with a strong understanding of the importance of collaboration and teamwork.
  • A track record of achieving high levels of customer satisfaction and operational excellence, with a strong ability to measure and improve performance.
  • A passion and talent for writing, along with excellent verbal communication skills, with a strong ability to articulate complex ideas and concepts clearly and concisely.
  • Proficiency in Google Suite, Slack, and Apple MacOS, with a strong ability to adapt to new technologies and tools.

  • Customer Experience Innovation Lead

    6 days ago

    San Diego, California, United States Intuit Full time

    About the RoleWe are seeking a highly skilled Senior Customer Experience Specialist to join our team at Intuit. As a key member of our Consumer Group, you will play a critical role in refining existing customer experiences and creating new ones that exceed our customers' expectations.Key ResponsibilitiesMap Customer Journeys: Study and document the various...

  • Senior Client Experience Lead

    1 week ago

    San Diego, California, United States REB-INC Full time

    About REB-INCREB-INC is a pioneering e-commerce company revolutionizing the luxury resale market. Our mission is to provide a seamless and sustainable experience for customers seeking high-end goods.Job SummaryWe are seeking a highly skilled Senior Client Experience Lead to join our team. As a key contributor to our sales team, you will be responsible for...

  • Senior Customer Experience Strategist

    3 days ago

    San Diego, California, United States Intuit Full time

    About IntuitIntuit is a global financial technology company that empowers individuals and businesses to achieve financial prosperity. With a portfolio of innovative products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we strive to make a meaningful impact on people's lives.Job SummaryWe are seeking a highly skilled Senior Customer Experience...

  • Customer Experience Manager

    7 days ago

    San Diego, California, United States Neurocrine Biosciences Inc. Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Neurocrine Biosciences Inc. This is a key role that will be responsible for developing, implementing, and optimizing customer experience capabilities to support our pharmaceutical products and marketing initiatives.Key ResponsibilitiesLead the implementation and...

  • Senior Customer Support Manager

    6 days ago

    San Diego, California, United States Motorola Solutions Full time

    Job DescriptionJob Title: Senior Customer Support ManagerJob Summary:The Senior Customer Support Manager is responsible for managing the lifecycle service business for assigned customer contracts and ensuring customer satisfaction with Motorola Solutions Public Safety Customers. This role requires strong leadership and communication skills to effectively...

  • Customer Service Representative

    6 days ago

    San Diego, California, United States Oakmont Senior Living Full time

    Job SummaryWe are seeking a highly skilled and compassionate Customer Service Representative to join our team at Oakmont Senior Living. As a key member of our community, you will be responsible for providing exceptional customer service to our residents, guests, and visitors.Key ResponsibilitiesProvide Customer Service: Greet visitors, respond to resident...

  • Senior Experience Designer

    7 days ago

    San Francisco, California, United States The Learning Experience #395 Full time

    About The OpportunityCompany OverviewThe Learning Experience #395 is a leading organization in the field of digital experiences. We are committed to creating innovative solutions that empower individuals and organizations to achieve their goals.We are seeking a highly skilled Senior Experience Designer to join our Document Cloud team. As a key member of our...

  • Senior Product Manager

    1 week ago

    San Diego, California, United States Amazon Full time

    About the RoleWe are seeking a highly skilled Senior Product Manager to join our team at Amazon, responsible for managing critical and high-impact projects that drive the shopping experience for our customers.Key ResponsibilitiesDefine the multi-year vision for the shopping experienceBuild and manage high-quality product roadmaps based on your vision and...

  • Senior Engineering Manager

    1 week ago

    San Francisco, California, United States Fastly Full time

    About the RoleWe are seeking a highly experienced and skilled Engineering Manager to lead our team responsible for building and maintaining our edge computing platform. As a key member of our engineering team, you will be responsible for managing, coaching, and mentoring a team of mid to senior level engineers.Key ResponsibilitiesManage and lead a team of...

  • Senior Customer Service Leader

    2 weeks ago

    San Diego, California, United States Circle K Full time

    Position: Senior Customer Service Leader Join our dynamic team at Circle K as a Senior Customer Service Leader. This role is ideal for individuals who thrive in a lively, fast-paced environment and are eager to advance their careers. What We Offer: Comprehensive Medical, Vision, and Dental Insurance Flexible Work Schedules Weekly Compensation Stability with...

  • Senior Marketing Manager, Customer Experience

    6 days ago

    San Mateo, California, United States Klaviyo Full time

    About the RoleThe Senior Manager of Self-Service Marketing will play a pivotal role in driving measurable outcomes in onboarding, adoption, purchases, and cross-sell efforts across all stages of the customer lifecycle. This includes owning the self-service motion, collaborating cross-functionally to build seamless data-driven experiences, and aligning the...

  • Customer Experience Director

    6 days ago

    San Diego, California, United States ClubCorp Full time

    About the RoleWe are seeking a highly skilled Customer Experience Director to join our team at ClubCorp. As a key member of our leadership team, you will be responsible for driving business growth and delivering exceptional customer experiences.Key ResponsibilitiesDevelop and implement customer experience strategies to drive business growth and retentionLead...

  • Senior Customer Support Leader

    1 week ago

    San Diego, California, United States Circle K Full time

    Location: Circle K Availability: Flexible Scheduling Position Overview: Join our dynamic team as a Senior Customer Support Leader. If you thrive in a vibrant, fast-paced environment and are eager to advance your career, this role is designed for you. As a Senior Customer Support Leader, you will benefit from: Comprehensive Medical, Vision, Dental, and Life...

  • Group Marketing Manager, Web Operations

    3 days ago

    San Diego, California, United States Intuit Inc. Full time

    **Join Intuit Inc. as a Group Marketing Manager, Web Operations**Come be a part of the Consumer Group's Marketing Operations team as a Group Marketing Manager, Web Operations, playing a crucial role in delivering web marketing experiences to our TurboTax customers. You will lead a team of web front end developers and web authors that build web pages,...

  • Senior Manager, Customer Success Engineering Lead

    1 week ago

    San Francisco, California, United States CloudFlare Full time

    About the RoleAs a Senior Manager, Customer Success Engineering, you will be responsible for driving the success of our customers by leading a team of Customer Success Engineers. You will bring strong leadership skills, deep technical knowledge, project management expertise, and a high degree of empathy to ensure customer satisfaction with Cloudflare's...

  • Senior Project Lead

    6 days ago

    San Diego, California, United States Excelerate LLC Full time

    About Excelerate LLCExcelerate LLC is a boutique consulting firm that specializes in delivering high-impact projects and programs to its clients. We are seeking a highly skilled and experienced professional to join our team as a Senior Project Lead or Program Management Specialist.Key ResponsibilitiesLead medium to large-sized projects and programs with...

  • Retail Sales Lead

    4 days ago

    San Diego, California, United States Road Runner Sports Full time

    About the RoleThis is an exciting opportunity to join Road Runner Sports as a Retail Sales Lead, where you will play a key role in driving sales and delivering exceptional customer experiences. As a leader in our retail team, you will be responsible for modeling and driving a customer-focused selling culture, providing consistent leadership and support to...

  • Lead Customer Service Management Specialist

    4 days ago

    San Diego, California, United States General Electric Company Full time

    Job Title: Lead Customer Service Management SpecialistJob Summary:The Lead Customer Service Management Specialist will provide on-site support to customers in the operation, troubleshooting, management, repair, installation, and maintenance of their products. In this role, you will also act as a liaison between the company and the customer.Key...

  • Lead Housekeeping Team Member

    4 days ago

    San Diego, California, United States Vi Senior Living Full time

    About the Role:We are seeking a highly skilled and experienced Housekeeping Manager to join our team at Vi Senior Living. As a key member of our housekeeping team, you will be responsible for providing support to our housekeepers and ensuring the highest standards of cleanliness and hygiene in our facilities.Key Responsibilities:Identify and report any...

  • Customer Experience Manager

    4 days ago

    San Diego, California, United States Brilliant Earth Full time

    Job DescriptionJob Summary:The Customer Experience Manager will lead a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth customers.Key Responsibilities:Recruit and lead a team of Customer Experience Assistants in a...