Customer Experience Manager

What you will do

• Have strong leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
• Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.
• Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
• Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
• Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
• Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
• Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
• Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
• Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
• Have strong analytical skills and are proficient in using tools and reports to drive data-backed decisions.

You will be a great fit if you

• Lead and manage a team of call agents supporting US-based shippers, ensuring high-quality customer interactions and consistent service delivery.
• Drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Oversee day-to-day operations, ensuring seamless handling of customer inquiries, bookings, complaints, and issue resolutions.
• Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews.
• Manage escalations and complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with cross-functional teams (operations, training, quality, and support functions) to improve processes and enhance customer experience.
• Analyze performance data and operational trends to identify gaps, drive corrective actions, and implement continuous improvement initiatives.
• Ensure strict adherence to defined processes, compliance standards, and quality guidelines.
• Support hiring, onboarding, and training of new agents to build a high-performing and scalable team.
• Proactively identify service risks and implement preventive measures to minimize customer impact.
• Drive a customer-centric culture within the team, promoting ownership, accountability, and excellence in service delivery.
• Manage workforce planning, scheduling, and resource allocation to meet business requirements and ramp timelines.

What you can expect

• Attractive remuneration package
• Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
• A supportive and inclusive work environment.
• Mentorship and guidance from industry professionals.
• Exposure to real-world projects and challenges in Marketing, Operations and other functions.
• Valuable skills and experience to enhance your resume.
• Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be