Customer Experience Manager

6 days ago


Houston, Texas, United States Joinhomebase Full time

About the Role:

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Joinhomebase. As a key member of our Customer Success Team, you will be responsible for leading a high-performing team of customer support agents, ensuring they provide exceptional support to our customers.

About You:

To be successful in this role, you will need to have a proven track record of leading high-performing teams, increasing efficiencies, and delivering world-class customer support. You will be an effective communicator, passionate about customers, and self-driven with a results-oriented approach.

Key Responsibilities:

  • Lead a team of customer support agents to ensure high levels of customer support quality and efficiency.
  • Ensure individuals on your team meet all metric expectations.
  • Keep the energy and morale of your team high.
  • Participate in recruiting, interviewing, and hiring of new team members.
  • Respond to escalations.
  • Be a strong customer advocate by providing feedback to our Product team.
  • Assist with special projects to improve the overall effectiveness of the Customer Success Team as needed.
  • Actively model and contribute to the culture of our office.

Benefits:

  • Full-time salaried position located in our office.
  • Health and Dental contribution.
  • PTO.
  • 401k match.
  • Meal stipend.

Day-to-Day Activities:

  • Monitor customer support queues in real-time and keep your team focused on meeting Service Level Agreements (SLAs).
  • Review data and reports for individuals and your team daily/weekly.
  • Monitor customer interactions and provide coaching and feedback as needed.
  • Conduct regular 1:1 meetings with team members.
  • Conduct team meetings.
  • Prepare and conduct regular performance reviews.
  • Schedule and Attendance Adherence.
  • Complete accurate and timely payroll.
  • Keep accurate and organized coaching documentation.
  • Compensation input.
  • Address formal discipline.

Results:

  • Efficiency: Inbound calls and closed tickets.
  • Quality: Customer Satisfaction (CSAT) and grading of written tickets and phone communications.
  • Outcomes: Product knowledge and Upsell targets.
  • Keep energy and morale high.
  • High Productivity.
  • Low team turnover.
  • Develop Employees.
  • High Performers.
  • Internal Promotions.
  • Personal Growth.


  • Houston, Texas, United States PosiGen Full time

    Job SummaryThe Customer Care & Collections Operations Manager is responsible for the day-to-day operational management of the Customer Care & Collections departments, including goal setting, KPI tracking and measurement, issue analysis, and business requirements for process and technology development. The ideal candidate will have a strong understanding of...


  • Houston, Texas, United States PosiGen Full time

    Job SummaryThe Customer Care & Collections Operations Manager is responsible for the day-to-day operational management of the Customer Care & Collections departments, including goal setting, KPI tracking and measurement, issue analysis, and business requirements for process and technology development. The ideal candidate will have a strong understanding of...


  • Houston, Texas, United States Michaels Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Experience Manager to join our team at Michaels. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences and driving sales growth through effective front-end operations and customer service.Key ResponsibilitiesLead and manage...


  • Houston, Texas, United States Michaels Stores Full time

    Job SummaryWe are seeking a highly skilled and experienced Store Operations Manager to join our team at Michaels Stores. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and maintaining a high level of operational excellence.Key ResponsibilitiesCustomer...


  • Houston, Texas, United States FlightSafety International Full time

    About FlightSafety InternationalFlightSafety International is a leading provider of professional aviation training and services to commercial, government, and military organizations worldwide.The company operates a fleet of advanced full-flight simulators and offers award-winning maintenance training at its Learning Centers and training locations in the...


  • Houston, Texas, United States XFL Properties LLC Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Manager in one of our team markets. As a key member of our operations team, you will be responsible for maximizing the Season Ticket Member experience by developing exclusive touchpoints that create lasting memories.Key...


  • Houston, Texas, United States JOANN Stores Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Key Holder at JOANN Stores. As a Key Holder, you will be responsible for delivering exceptional customer experiences, driving sales, and ensuring operational excellence in our stores.Key ResponsibilitiesCustomer ExperienceProvide personalized service to...


  • Houston, Texas, United States Agora Haus Full time

    About Agora HausAgora Haus is a distinguished private social club that fosters a community for personal growth, connections, and meaningful contributions. Our environment sparks creativity and innovation, with core values in Community, Design, Commerce, and Hospitality. Through curated experiences, we nurture ideas and relationships, blending social...


  • Houston, Texas, United States ENGIE North America Inc. Full time

    About the RoleAs a Customer Experience Specialist II at ENGIE North America Inc., you will play a critical role in ensuring exceptional customer satisfaction by analyzing and resolving complex customer complaints. Your expertise will be instrumental in de-escalating internal and external customer issues, researching Public Utility Commission (PUC)...

  • Department Manager

    6 days ago


    Houston, Texas, United States H & M Hennes & Mauritz Gruppe Full time

    Job DescriptionJob Summary:The Department Manager will be responsible for supporting the Sales and Profit goals in the store by setting a plan to deliver the Best Customer Experience in the department and overall store.The ideal candidate will have a strong background in sales and customer service, with the ability to lead and motivate a team to achieve...

  • Assistant Manager

    2 hours ago


    Houston, Texas, United States Athleta Full time

    Job Summary:Athleta is seeking a highly motivated and experienced Assistant Manager to join our team. As an Assistant Manager at Athleta, you will play a critical role in driving store sales and delivering results through a customer-centric mindset.Key Responsibilities:Support the development and implementation of strategies to drive store sales and achieve...


  • Houston, Texas, United States Compass Group USA Full time

    Job SummaryAs an Experience Manager with Compass Group USA, you will play a critical role in ensuring exceptional customer experiences across our hospitality operations. This includes site visits, client retention, and ensuring compliance with local and national account standards.Key Responsibilities:Conduct site visits to assess customer satisfaction and...


  • Houston, Texas, United States Maersk Agency USA, Inc. Full time

    About the RoleMaersk Agency USA, Inc. is seeking a highly skilled Customer Experience Partner to join our team. As a key member of our organization, you will be responsible for delivering exceptional customer service and ensuring seamless logistics operations.Key ResponsibilitiesProvide top-notch customer service to all callers, responding to their inquiries...


  • Houston, Texas, United States Brilliant Earth Full time

    **Job Summary**Brilliant Earth is seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Associate. As a key member of our sales team, you will be responsible for providing exceptional customer service and driving sales growth through in-person and virtual appointments.**Key Responsibilities:**Guide customers to...


  • Houston, Texas, United States Century Communities Full time

    About Century CommunitiesWe are a leading homebuilder and developer, dedicated to providing exceptional customer experiences and building a better way of life for our customers.Job SummaryThe Customer Service Coordinator will play a critical role in ensuring that our customers receive timely and professional support for all their service-related needs. This...


  • Houston, Texas, United States Mango Full time

    About the RoleMango is seeking a highly motivated and customer-focused Multifunctional Sales Associate to join our team at our upcoming store located in a major shopping center. As a key member of our sales team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and maintaining a high level of store standards.Key...


  • Houston, Texas, United States Tailored Shared Services Full time

    About the RoleThe Manager of Tailored Customer Solutions Operations and Analytics is a key position within our organization, responsible for driving the strategy and direction of our customer service contact center operations systems, as well as the administrative and Workforce Management scheduling support team.Key ResponsibilitiesMaintain and evolve the...


  • Houston, Texas, United States Cargotec Full time

    About the RoleThe Customer Experience Specialist will be responsible for building strong relationships with customers and sales colleagues, overseeing all quotes, orders, and customer requests, and liaising with key colleagues to ensure everything is in place and any challenges are overcome to guarantee prompt responses and delivery within lead time.Main...


  • Houston, Texas, United States Aerus of Houston Full time

    Customer Service RoleAerus of Houston is seeking a customer service professional to provide exceptional support to our clients. We are dedicated to delivering healthy living environments through innovative technologies.Responsibilities:Handle customer inquiries and issues - Respond to customer communications to assist with concerns and resolve...


  • Houston, Texas, United States Percepta Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Specialist at Percepta. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and resolving customer concerns in a timely and professional manner.Key ResponsibilitiesProvide...