Customer Service Experience Manager

Job Summary

Leading complex customer escalations, the full-time Lead Customer Service Experience Manager will enhance customer relationships and improve the customer experience by analyzing trends, developing resolution strategies, and collaborating with internal stakeholders in a remote work environment.

Key responsibilities

• Lead complex customer escalations from identification through resolution while maintaining strong relationships
• Analyze escalation trends and collaborate on product-related issues to improve Customer Care processes and satisfaction
• Train, mentor, and coach Customer Service Experience Coordinators and Managers, providing technical leadership and support

Required qualifications

• Bachelor's degree in electronics, completion of technical school, or equivalent practical experience
• At least 5 years of experience in escalation management or customer experience management, preferably in customer care or clinical trials
• A minimum of four years of experience as a Customer Service Experience Manager or equivalent
• LEAN or ITIL certification and Agile certification
• Proficiency with Microsoft Office applications and related software