Customer Experience Manager

Responsibilities:

• Oversee and manage the entire customer service department, ensuring prompt and effective resolutions to customer concerns.
• Monitor order fulfillment and shipping processes to identify potential delays or issues and develop rapid resolution plans to prevent customer dissatisfaction.
• Design and implement training programs for the customer service team to ensure they have the skills to handle a wide variety of customer issues effectively.
• Proactively monitor customer feedback, reviews, and interactions to gauge satisfaction levels, ensuring all touchpoints result in positive experiences.
• Handle complex or escalated customer issues, working closely with other departments to provide fast, personalized responses.
• Continuously evaluate customer service operations, recommending improvements to streamline workflows, reduce delays, and improve overall efficiency.
• Work closely with the product, sales, and operations teams to ensure customer insights are shared across departments, supporting business growth.
  
  

Requirements:

• Proven experience in customer service management, with a track record of resolving customer issues effectively.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Ability to anticipate customer needs and develop strategies to ensure satisfaction.
• Experience with customer service software and tools is a plus.