Job Description
We are looking for a dedicated Customer Experience Manager to lead our support operations. At Apex Support Solutions, we believe that exceptional service is the backbone of business growth. In this role, you will not only handle high-level client inquiries but also mentor a team of support agents to ensure every interaction leaves a lasting positive impression.
Join a forward-thinking team where your voice matters. You will have the autonomy to implement process improvements and drive customer satisfaction scores to new heights. If you are a natural problem solver with a passion for people, we want to hear from you.
Responsibilities
- Oversee the daily operations of the customer support department, ensuring high-quality service delivery.
- Handle complex escalations and VIP client accounts with diplomacy and efficiency.
- Analyze performance metrics (CSAT, NPS, FRT) to identify areas for operational excellence.
- Conduct regular training sessions and one-on-one coaching for support staff to enhance product knowledge and soft skills.
- Collaborate with cross-functional teams, including sales and product development, to address root causes of customer pain points.
- Manage the CRM system, ensuring accurate data entry and reporting.
Qualifications
- Minimum of 3-5 years of experience in customer service or account management roles.
- Proven leadership experience, preferably managing a team of 5 or more.
- Native or professional proficiency in English (both written and verbal).
- Strong working knowledge of CRM platforms such as Zendesk, Salesforce, or Intercom.
- Exceptional conflict resolution and de-escalation skills.
- Bachelor's degree in Business, Communications, or a related field is preferred.