Customer Experience Manager

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Delegate CX

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

🎯 Recrutamento

🏢 Corporativo

Consulting • Recruitment • Enterprise

A Delegate CX é uma empresa especializada em ajudar empresas dos Estados Unidos a escalar suas equipes, fornecendo talentos globais altamente qualificados. Por meio de seu processo 4D proprietário e de programas de treinamento abrangentes, ela otimiza os processos de contratação e onboarding, tornando o crescimento mais simples e econômico. A Delegate CX prioriza a integração fluida de profissionais terceirizados, em regime full-time, às equipes das empresas clientes, oferecendo uma camada adicional de suporte para a continuidade do crescimento do negócio.

Descrição

• Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives. • Hold team members accountable for performance, adherence to KPIs, and professional conduct. • Build a culture of ownership, collaboration, and continuous improvement. • Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment with SnugZ values. • Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks. • Produce and deliver daily, weekly, and monthly performance reports to leadership. • Make quick, data-driven decisions to maintain service level consistency and customer satisfaction. • Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics. • Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes. • Drive the department toward automation and improved tools that enhance speed and accuracy. • Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up. • Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences. • Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program. • Execute training materials and collaborate with SME on performance improvement plans that reinforce SnugZ brand standards and service quality. • Ensure all team members understand product updates, process changes, and technology tools critical to success. • Proactively identify process bottlenecks or inefficiencies and implement effective solutions. • Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership. • Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability.

🎯 Requisitos

• 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role. • Associate or Bachelor’s degree in Business, Communications, or related field. • Demonstrated success managing teams of 20+ employees in a fast-paced, multi-channel support environment. • Proficient with CRM, ERP, and ticketing systems • Exceptional written and verbal communication; able to inspire, coach, and drive accountability. • Strong understanding of KPIs, performance analytics, and workflow optimization. • Skilled at making informed, time-sensitive operational decisions. • Experience leading offshore or remote customer support teams. • Familiarity with brand experience philosophy and promotional product industry standards. • Demonstrated success implementing process automation or CX technology improvements.

🏖️ Benefícios

• Industry-leading salary packages • Permanent work-from-home setup • Governement mandated benefits • Company equipment provided • Internet stipends upon regularization • HMO Coverage • PTO credits and service incentive leaves • Major spring and winter company live events • Monthly employee appreciation virtual events • Company-provided career skills training courses • A company culture focused on your personal and professional growth