Manager - Customer Experience

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 eciency 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.