Our client is seeking a Customer Support Senior Manager who can elevate their brand to their customers around the world. This candidate is a hands-on problem solver who is data driven, has extensive call center experience and possesses a strong technical aptitude. The Customer Support Senior Manager is in-charge of delivering a seamless customer experience across all stages and touch points in the customer journey and helping the company continually achieve greater customer satisfaction.
Build and manage a team of Customer support and Customer experience specialists.
Use problem-solving, analytical thinking and customer-orientation skills amongst the team.
Liaise with team leaders across to ensure “customers come first” in their respective areas and help them deliver in accordance with the overall customer experience strategy.
Measure and track customer service to identify and implement substantial ongoing improvements to upgrade the team.
Drive continuous process improvement to insure best-in-class customer experience and retention.
Interact with executives to proactively advocate for solutions and managing the customer escalation process.
Create, implement, and leverage an analytics strategy for best-in-class service delivery. Leverage existing and other relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.
Bachelor’s Degree required; Master’s preferred
7+ years’ experience in a customer experience leadership role
Prior experience scaling in house customer experience organizations
More than two customer-management roles previously. This can include voice of customer, experience design, customer care, customer intelligence, customer loyalty.
Understand business objectives and align them to the customer experience.