Customer Experience Manager

7 days ago

Old Toronto, Ontario, Canada Newrich Full time

We are seeking a highly skilled and experienced Customer Experience Manager to join our team at Newrich. As a key member of our Customer Success team, you will be responsible for leading our support team and providing exceptional customer experiences.

Key Responsibilities:

  • Team Leadership: Lead and manage a team of Support Specialists, providing guidance, mentorship, and coaching to ensure they have the skills and knowledge needed to deliver exceptional customer experiences.
  • Process Improvement: Design and implement processes to enhance customer experience and team efficiency, leveraging tools like Zendesk to streamline support operations.
  • Customer Education: Create customer-centric tutorials and educational content to help customers get the most out of our products and services.
  • Support Operations: Manage the team's schedule, coordinate support hours of operation, and ensure seamless communication with customers.
  • Performance Management: Set, monitor, and report on achievement of KPIs, both individual and team level, to drive continuous improvement.
  • Collaboration: Work closely with cross-functional teams, including Customer Success, Sales, QA, and Product, to ensure alignment and effective communication.

Requirements:

  • Leadership Experience: At least 2-4 years of experience in a customer support leadership role, preferably in a team setting.
  • Customer-Centric: Strong ability to empathize with customer pain points and genuinely care about finding solutions.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas and solutions.
  • Technical Skills: Strong problem-solving skills and ability to learn complex software and processes quickly.
  • Team Player: Ability to work collaboratively with cross-functional teams and build strong relationships with colleagues.

Preferred Qualifications:

  • Front-Line Experience: Experience in front-line or service-based positions with direct customer interactions.
  • Platform Experience: Experience or understanding of the platform-as-a-service industry.

What We Offer:

Newrich offers a competitive salary and a comprehensive benefits package, including [insert benefits].

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