Senior Manager, Customer Experience Lead

6 days ago

Dallas, Texas, 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. As a key member of our Customer Support leadership team, you will play a critical role 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 ensure they have the skills and knowledge to deliver outstanding customer experiences.
  • Creating and delivering strategic plans for Customer Experience in North America West, including developing and implementing processes and procedures to optimize support flows and tools.
  • Helping to develop and publish policies and procedures for the Customer Support organization, ensuring that all Circle customers are delighted with the service provided by the support team.
  • Managing a team of outstanding people who care deeply for customers 24/7/365, defining and maintaining 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, deep care about the customer experience and a drive to refine your craft.
  • Motivation and passion in the pursuit of helping people do their very best work, with a strong track record of achieving high levels of customer satisfaction and operational excellence.

Requirements

  • 10+ years of experience in customer experience or customer support roles, with 3+ years of managerial experience, preferably managing support teams.
  • Experience building, operating, and enhancing 24x7x365 customer support teams, including managing international teams.
  • Knowledge of software solutions such as Zendesk and JIRA, with experience working well cross-functionally and articulating complex problems clearly.
  • The ability to thrive in a fast-paced environment with high levels of autonomy and responsibility, with a passion and talent for writing along with excellent verbal communication skills.
  • Proficiency in Google Suite, Slack, and Apple MacOS preferred.

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