Customer Experience Manager

Customer Experience Manager Job Description Template

Our company is looking for a Customer Experience Manager to join our team.

Responsibilities:

  • Serve as the Italic brand voice on the front line with all of our customers;
  • Oversee and maintain excellent CSAT and delivery times metrics while troubleshooting issues;
  • Surface areas of improvement to leadership and suggest solutions;
  • Recruit, train, and manage our remote customer experience associates;
  • Create and document workflows for scaling our customer experience.

Requirements:

  • Constantly looking for innovative and creative solutions;
  • Icing on the cake: Editorial or writing experience;
  • Strong leadership skills–can effectively coach and motivate others;
  • Excellent computer skills including experience with ticket-based support tools like Kustomer, Gorgias, or Zendesk;
  • Comfortable bringing structure to undefined procedures;
  • Able to identify customer needs and tailor solutions accordingly;
  • Open to a flexible schedule with some weekend and holiday hours;
  • Strong writing skills and detail-oriented mindset;
  • Highly detail oriented;
  • Exceptional written and verbal communication skills;
  • Roll-up-your-sleeves attitude;
  • Fluency in French preferred;
  • Thrives in a fast paced, rapidly changing environment;
  • Great emotional intelligence and interest in helping others;
  • Passionate about customer experiences.