virtual vocationsNew York, NY
Customer Service Experience Manager
Customer Service Experience Manager
Customer Service Experience Manager
virtual vocationsNew York, NY
2 days ago
Customer Service RepresentativesFirst-Line Supervisors of Office and Administrative Support WorkersFirst-Line Supervisors of Personal Service Workers
Telemarketing Bureaus and Other Contact CentersComputer Systems Design ServicesCustom Computer Programming Services
Apply for this role (opens in a new tab)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 supportRequired qualificationsBachelor'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
Also on the board Same function, level within a rung
Level
Senior
Location
New York, NY
Occupation
Customer Service Representatives
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
2 days ago