Customer Experience Operation Manager
Core
Lead and optimize customer support operations to ensure SLA compliance, resolve escalated cases, and drive service improvements for a financial technology company.
Role type
Senior Customer Experience Operation Manager
Builds
Efficient customer support workflows and high-satisfaction service delivery for consumer financing products
Domain
Financial Technology (Fintech) / Consumer Lending
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team leadership, process improvement, KPI monitoring, cross-functional collaboration, data analysis, regulatory compliance
Preferred skills
Training & development, conflict resolution, high-volume operations management
Technologies
Helpdesk, Telephony, Whatsapp, Ticketing systems
Responsibilities
Supervise and mentor support staff to meet SLAs; Design and refine support workflows and policies; Manage escalated customer cases; Analyze support data to identify trends and improvement opportunities; Monitor KPIs (CSAT, NPS, response/resolution times); Collaborate with Product and Sales teams to address feedback
Seniority
Senior, hands-on IC with management responsibilities