Customer Support Experience Manager

Job title: Customer Support Experience Manager in Cleveland, OH at Riverside Recruiting

Company: Riverside Recruiting

Job description: I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a:Customer Support Experience Manager

Hybrid remote in Cleveland, Ohio

4 days remote, 1 day on-siteSalary, benefits, PTOCompany

• Hybrid remote: 4 days remote, 1 day on-site each week


• Technology viewed as a competitive advantage


• Every person has high visibility and big impact


• Company focused on innovation and growth


• Laid-back culture with open door policy


• Established reputation, major growth


• Job security and sustainable work


• Employee recognition & awards


• Meaningful work and impact


• Extensive training program


• Leader in their industry


• Collaborative team

• Lead and optimize contact center customer service operations


• Ensure that our customer support team:


• delivers exceptional service


• resolves customer issues efficiently


• ensures a positive customer journey


• continuously improves the overall customer experience


• Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty


• Oversee a team of support representatives, providing guidance, training, and performance evaluations


• Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals


• Handle escalated customer issues, analyze contact center metrics, and ensure compliance


• Identify areas for improvement, implementing innovative technologies or processes


• Design and optimization of contact center suite of technology tools and processes


• Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement


• Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service

• Passionate about customer service


• Track record of leading support teams


• Strong leadership and team management


• Proficiency in contact center software and tools


• Technical background is helpful but not required


• Excellent communication and interpersonal skills


• Ability to analyze data to make informed decisions


• Strong problem-solving and conflict resolution skills


• Strong expertise in empathy and emotional intelligence


• Knowledge of customer service principles and practices


• Innovative, persuasive, creative, results oriented, optimistic


• Organized, accountable, attention to detail, ability to prioritize


• Managing multiple support channels: phone, email, chat, SMS


• Patient and active listener who can empathize, counsel, and mediate


• Ability to pass federal and state criminal background checks (FBI/BCI)

• Send your resume to [email protected] for more information

Expected salary:

Location: Cleveland, OH

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