Customer Experience Assistant Manager
HybridNo visa sponsorship
Core
Oversee a team of 4-6 supervisors to ensure Customer Experience team meets KPIs (SLAs, CSAT, eNPS, Retention, Churn) and manages daily operations.
Role type
Assistant Manager, Customer Experience Operations
Builds
Customer support operations across email, chat, and phone channels
Domain
Customer Support / Workforce Management
Required skills
Workforce planning, Performance management, Data analysis, Team leadership, KPI tracking, Process improvement
Preferred skills
Forecasting, Scheduling, Real-time workforce management, Metric reporting
Technologies
Tableau, Excel, Google Sheets
Responsibilities
Oversee team of supervisors, manage payroll and PTO, analyze staffing trends, monitor real-time performance, implement PIPs, report on contact reasons and trends, collaborate on retention strategies.
Seniority
Mid-Senior, hands-on IC
