Customer Experience Manager

Job Summary

Leading the customer support operation, the full-time Customer Experience Manager will oversee CX Team Leads and Associates, manage third-party support partners, and drive improvements in customer satisfaction while working remotely or from New York.

Key responsibilities

• Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams to foster a customer-first culture
• Manage vendor performance and serve as the point of contact for complex customer escalations
• Own CX reporting and analytics to identify opportunities for workflow and process improvements

Required qualifications

• 5+ years of experience in customer support, customer experience, or operations management
• Experience managing customer-facing teams, including outsourced support vendors
• Familiarity with customer support platforms and driving AI adoption within customer support operations
• Data-driven mindset with the ability to identify trends and turn insights into action
• Familiarity with G Suite and startup environments preferred