Customer Experience Operation Manager

Key Responsibilities

• Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.

• Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.

• Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.

• Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.

• Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.

• Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.

• Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.

• Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.

• Compliance: Analyze and resolve customer complaint sent to regulator