Senior Manager, Customer Experience Lead
7 days ago
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 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 efficiency, effectiveness, and customer satisfaction.
- 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 these tools for customer support operations.
- 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 account management.
- A track record of achieving high levels of customer satisfaction and operational excellence, with a strong focus on metrics and performance improvement.
- A passion for writing and excellent verbal communication skills, with the ability to articulate complex ideas and concepts clearly and concisely.
- Proficiency in Google Suite, Slack, and Apple MacOS, with experience in using these tools for customer support operations.
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