Associate Manager | Customer Experience
Core
Leading frontline customer experience agents to ensure high standards of speed, accuracy, and empathy across phone, chat, and email support channels.
Role type
Associate Manager, Customer Experience
Builds
Customer support operations and team performance
Domain
Fintech / B2B SaaS
Deliverable
client delivery
Required skills
Coaching and performance management, Data analysis, Operational discipline, Team development, Process improvement, Cross-channel support oversight
Preferred skills
AI-driven workflow implementation, Adaptability in fast-paced environments
Technologies
AI-driven workflows
Responsibilities
Conduct 1:1s and deliver actionable feedback to agents, Monitor and optimize key metrics (CSAT, QA, SLA, productivity), Coach agents to drive growth and accountability, Ensure consistent service standards across phone, chat, and email channels, Adapt processes and tools to improve team efficiency, Foster a collaborative culture of rapid iteration and feedback
Seniority
Individual Contributor, Management Level