Customer Experience Manager

Role Overview

We are looking for a Manager Customer Operations to own and scale our customer operations function. This role will be responsible for managing customer support agents, driving operational performance, managing external vendors/partners, and ensuring a consistently high-quality customer experience.

The ideal candidate is someone who is highly operational, data-driven and comfortable working in a fast-paced environment, with the ability to identify gaps, build processes, manage teams and drive execution.

Role & responsibilities

• Manage and coach customer support agents, driving productivity, quality, SLA and CSAT/NPS.
• Own vendor/BPO management, including performance, capacity, SLAs and governance.
• Monitor operational metrics and identify opportunities to improve efficiency and CX.
• Handle and drive resolution of critical customer escalations.
• Build and improve SOPs, workflows and escalation processes.
• Identify recurring customer issues and work with Product/Ops teams on root-cause resolution.
• Drive automation and process improvements to reduce cost, contacts and resolution time.
• Create regular performance reviews and actionable insights for leadership.

Preferred candidate profile

• 3 to 5 years in Customer Operations / CX / Contact Centre / BPO Operations.
• Experience managing teams and external vendors.
• Strong understanding of customer support metrics and operational dashboards.
• Data-driven, highly organised and strong at stakeholder management.
• Comfortable working in a fast-paced, high-growth startup environment.