Customer Experience Manager

Job Summary

Leading the evolution of customer support through AI and automation, the remote Customer Experience Manager will manage the strategy and execution of support technologies, optimize workflows, and enhance self-service capabilities.

Key responsibilities

• Lead the strategy, implementation, and optimization of AI and automation initiatives within customer support
• Administer and enhance the Zendesk Support platform, including workflows and system integrations
• Analyze customer journeys and support workflows to identify improvement opportunities and implement scalable solutions

Required qualifications

• 4+ years of experience in Customer Experience, Customer Support Operations, or a related field
• 2+ years of experience administering customer support platforms and optimizing support technologies
• Experience with AI-powered customer support solutions, including chatbots and workflow automation
• Strong analytical and problem-solving skills with a focus on operational metrics
• Proficiency with customer support technologies and documentation systems in a B2C environment