Customer Experience Manager

18 hours ago

Tirupati, Andhra Pradesh, India beBeeCustomer Full time ₹ 10,00,000 - ₹ 15,00,000

Job Title: Customer Experience Manager

**Overview**: We are seeking an experienced and proactive leader to oversee our customer support operations. The ideal candidate will be responsible for ensuring high service levels, coaching team members, and driving process improvements to enhance customer satisfaction.

**Responsibilities:**

  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with warehouse/handlers to coordinate pending/escalation issues.
  • Identify training and quality needs.
  • Drive R&R and employee engagement.
  • Conduct interviews to select the best candidates to fit the job profile.
  • Be open to working rotational shifts, including night shifts.

**Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
  • Flexible with shifts and weekend support if needed.

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