Manager, Customer Experience - Overnight
Core
Lead and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution, handle high-level escalations, and optimize support operations using data and automation.
Role type
Manager, Customer Experience (Overnight)
Builds
High-performing support team and optimized customer journey
Domain
SaaS / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and development, Root cause analysis, Data analysis (CSAT, QA, Occupancy), AI/automation tooling, Cross-functional collaboration, Performance management, Support operations systems (Zendesk, Jira, Confluence, Slack)
Preferred skills
Bilingual fluency in English and Spanish, Overnight shift adaptability, Coaching and mentoring experience
Technologies
Zendesk, Jira, Confluence, Slack, AI/automation tools
Responsibilities
Lead and motivate a team of Customer Experience Specialists, Handle high-level customer escalations, Analyze performance data to optimize scheduling and staffing, Identify performance opportunities and create targeted plans, Partner with Training to facilitate onboarding, Leverage AI and automation to streamline workflows, Perform root cause analysis on complex issues
