Customer Experience (CX) Manager
Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products... more info
Customer Support Experience Manager
Salary:
80.00 - 100.00
Posted:
04-03-2025
Category:
Customer Service
Cleveland,
Job Description
Direct message the job poster from Riverside Recruiting I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a: Customer Support Experience Manager Hybrid remote in Cleveland, Ohio 4 days remote, 1 day on-site Company Hybrid remote: 4 days remote, 1 day on-site each week Technology viewed as a competitive advantage Every person has high visibility and big impact Company focused on innovation and growth Laid-back culture with open door policy Job security and sustainable work Meaningful work and impact Leader in their industry Collaborative team Role Lead and optimize contact center customer service operations Ensure that our customer support team: resolves customer issues efficiently ensures a positive customer journey continuously improves the overall customer experience Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty Oversee a team of support representatives, providing guidance, training, and performance evaluations Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals Handle escalated customer issues, analyze contact center metrics, and ensure compliance Identify areas for improvement, implementing innovative technologies or processes Design and optimization of contact center suite of technology tools and processes Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service Required Passionate about customer service Track record of leading support teams Strong leadership and team management Proficiency in contact center software and tools Technical background is helpful but not required Excellent communication and interpersonal skills Ability to analyze data to make informed decisions Strong problem-solving and conflict resolution skills Strong expertise in empathy and emotional intelligence Knowledge of customer service principles and practices Innovative, persuasive, creative, results oriented, optimistic Organized, accountable, attention to detail, ability to prioritize Managing multiple support channels: phone, email, chat, SMS Patient and active listener who can empathize, counsel, and mediate Ability to pass federal and state criminal background checks (FBI/BCI) Seniority level Not Applicable Employment type Full-time Job function Customer Service Industries IT Services and IT Consulting #J-18808-Ljbffr
Job Details
Salary: 80.00 - 100.00
Posted: 04-03-2025
Category: Customer Service
Cleveland,
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