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Senior Customer Experience Manager
3 weeks ago
This is a leadership position that requires expertise in problem-solving, communication, and team management. The right candidate will lead a group of customer-facing professionals to ensure seamless operations and exceptional customer satisfaction.
About the Role:- The Team Lead will be responsible for leading a team of up to 8 employees, providing guidance, mentorship, and performance coaching through regular one-on-ones and team meetings.
- Manage team performance against key metrics such as customer satisfaction and resolution time, implementing strategies for continuous improvement.
- Serve as the primary escalation point for the most complex or sensitive customer cases, providing clear direction and decisive resolution.
- Analyze recurring issues and collaborate with other departments to identify root causes and implement lasting solutions.
- Partner with fellow team leads to motivate the team to exceed KPIs and foster continuous learning and professional development.
- Manage and prioritize multiple concerns simultaneously across phone, email, and live chat, ensuring all inquiries are resolved with urgency and care.
- Significant experience in a customer-facing or operational role, with at least 3+ years of proven leadership experience as a team lead, supervisor, or senior team member.
- Expert-level problem-solving, de-escalation, and decision-making abilities with excellent attention to detail.
- Strong leadership, coaching, and motivational skills with a genuine passion for people development.
- An empathetic and patient nature, coupled with excellent communication skills for managing both team members and stakeholder relationships across all levels and functions.
We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
About Us:We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
