Customer Experience Manager

Description

Overview :

The CX Manager is responsible for overseeing and enhancing all customer support channels, ensuring timely, empathetic, and high-quality responses to customer inquiries. This role involves managing customer service teams, analyzing customer feedback, optimizing support processes, and collaborating with cross-functional teams to resolve issues and drive improvements in the customer experience.

Requirements

Core Responsibilities :

• Lead Digital Customer Support : Oversee all customer support channels (chat, email, social media, etc.) to ensure timely, empathetic, and high-quality responses.
• Team Management : Manage, coach, and develop internal and external customer service agents, ensuring they are equipped to deliver excellent customer interactions.
• Reporting & Insights : Analyze customer inquiries and feedback to uncover trends, identify pain points, and recommend actionable solutions. Deliver regular performance reports with key CX metrics (CSAT, NPS, response time, resolution rate).
• Process Optimization : Identify areas for automation, self-service improvements (FAQs, chatbots), and workflows to increase efficiency and reduce response times.
• Cross-Functional Collaboration : Partner with eCommerce, marketing, and tech teams to resolve escalations, improve site usability, and address recurring customer issues.
• Customer-Centric Strategy : Advocate for the voice of the customer, ensuring all digital touchpoints reflect Kindthread's customer-first values and mission.
• Tools & Systems : Support the implementation and management of customer service tools (e.g., Zendesk, Gorgias) and ensure accurate reporting.
• Escalation Management : Manage high-priority escalations and develop processes to resolve customer concerns quickly and effectively.

Required Skills / Abilities :

Compensation :

90,000-$110,000 base salary. Kindthread encourages applications from candidates at all levels where pay will be based on experience.

Salary : $90,000 - $110,000