Sr. Customer Experience Manager (100% Remote)

Role Overview

The Sr. Customer Experience (CEX) Manager manages the day-to-day operations of the customer support activities, leading a team of Customer Support Supervisors to deliver a world-class customer experience.

What You Will Do

Provides leadership to the Customer Support Supervisors and is accountable to the performance and results of the team. Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time.

Why It Might Be a Fit

We look for versatile people who thrive on variety and challenge, excited about working in a fast-paced environment. Innate problem solvers who want to grow in a flexible, collaborative culture.

Requirements

• Minimum 7-10 years of leadership experience.
• 5-7 years of experience in customer service and/or technical support, preferably in a telecommunications and/or technology-based environment.
• Bachelor’s Degree preferred or equivalent years of direct experience leading productive teams.
• Minimum four-years support experience in a call center environment or proven technical ability.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels.
• Strong analytical, planning and budgeting skills.
• Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 5%); will include some overnight travel.
• Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint, and Excel).

Benefits

• 10% bonus determined by competitive market analysis and internal equity considerations
• Comprehensive benefits program
• Total rewards package