Manager, Customer Experience

Summary

Responsibilities

• Lead and supervise the customer support team, providing coaching, mentoring, and support to team members to ensure high performance and productivity
• Provide training and ongoing development opportunities for team members to enhance their skills, knowledge, and abilities in customer service, problem-solving, and product knowledge
• Address complaints received from organizations such as BBB, ensuring prompt responses and satisfactory resolutions
• Handle escalated customer inquiries and follow through to resolve problems in a timely and efficient manner, maintaining a high level of customer satisfaction
• Coordinate with other departments or third parties as necessary to address customer concerns and ensure seamless resolution of issues
• Oversee the daily operations of the customer support team, including managing schedules, ensuring adequate coverage, and prioritizing tasks
• Contribute to the development and enhancement of our learning center
• Track team performance metrics and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed to meet performance targets