Customer Experience Manager
Job Summary
Building and scaling quality assurance programs, the full-time Customer Experience Quality & Enablement Manager will oversee training, knowledge management, and support enablement across email, live chat, and phone in a remote environment.
Key responsibilities
- Develop and implement a comprehensive Quality Assurance program across multiple support channels
- Create quality scorecards, audit processes, and coaching frameworks to enhance team performance
- Collaborate with cross-functional teams to leverage data for continuous improvement of customer experiences
Required qualifications
- 5+ years of experience in Customer Support, Customer Experience, Quality Assurance, or related fields
- Proven experience in building or scaling Quality Assurance programs
- Strong background in multi-channel customer support environments
- Experience with knowledge management tools, including Help Centers and SOPs
- Familiarity with AI tools to enhance quality and operational workflows
Complete Job Description
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