Customer Support Senior Manager

Customer Support Senior Manager

Los Angeles | CA

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.

Responsibilities:

  • 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.

Qualifications:

  • 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.
  • Experience with Dentistry is a plus.
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