Client Experience Manager

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Delegate CX

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B2B • Recruitment • Enterprise

Delegate CX is a company that specializes in helping U. S. businesses scale their teams by providing highly-trained global talent. Through their proprietary 4D process and comprehensive training programs, they streamline the hiring and onboarding processes, making it easier and more cost-effective for companies to grow. Delegate CX emphasizes integrating their outsourced, full-time hires seamlessly into the client company’s teams, providing an additional layer of support for continued business growth.

11 - 50 employees

🤝 B2B

🎯 Recruiter

🏢 Enterprise

📋 Description

• Monitor staff to consistently meet performance metrics and quality goals • Ensure adequate staffing by coordinating and managing the team’s breaks, PTO, and attendance • Support the training and development of the Client Services staff, including yourself • Provide training for new hires and update training for current staff • Foster teamwork, positive morale, and open communication • Monitor department practices and work processes, tools and methodologies • Make suggestions for improvements • Meet weekly with the Chief Strategy Officer to review department status and open issues • Ensure the department delivers professional, friendly, and timely service to Clients using web-based programs, addressing issues, and providing problem resolution • Ensure appropriate action is taken by each department member to customer inquiries, including updates on order status and complaints, including timely follow-up and accurate responses from start to finish • Work closely with the client services team to build exceptional relationships with clients, BCs, and managers • Oversee internal team members to resolve billing and technical issues and confirm client expectations are being met • Lead the development of knowledge-based tools and client implementation – ensuring all programs are running efficiently, are meeting SLA’s, and are meeting the BC’s needs • Conduct regular team meetings and training • Read and understand the client's plan documents, amendments, and online knowledge base tools, etc. • Audit month-end reports for proper invoicing on purchases and warehousing fees, as well as custom reports for the sales team and clients (as requested) • Complete special projects and perform other related duties as assigned by the CSO • Oversee and manage Client Experience Representative IIs & Client Experience Representative IIIs and provide back-up coverage & direct support on their duties as needed

🎯 Requirements

• Bachelor's degree in Marketing, Communications, and Business Administration, or any related field • 3-5 years of experience in a customer service role and experience supervising a team is highly desirable • Strong verbal, written, and English communication skills • Ability to work overnight/graveyard shifts in Philippine time or within US operating hours • Proficient in SKUvault, Shipstation, Brightsites • Experience with HTML is a plus • Microsoft Outlook, Word, and Excel proficiency is a must • Excel Skills must be intermediate or better • Proficient in the use of desktop and web-based computer applications • A strong aptitude for numbers and problem solving, highly detailed, analytical, organized & quality driven • Excellent listening skills with a high level of initiative and follow-through • Classes in supervisory skills highly desirable

🏖️ Benefits

• Industry-leading salary packages • Permanent work-from-home setup • 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