Customer Experience Operation Manager

Key Responsibilities

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Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.
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Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.
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Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.
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Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.
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Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.
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Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.
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Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.
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Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.
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Compliance: Analyze and resolve customer complaint sent to regulator
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Bachelor’s degree in Business, Communications, or a related field
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Minimum 15 years of experience in customer service, with at least 5 years in a managerial role.
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Strong leadership, interpersonal, and conflict resolution skills.
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Proficiency in customer service software.
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Excellent communication skills in written and spoken form.
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Analytical mindset with the ability to interpret service data and generate actionable insights.
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Ability to work under pressure and manage high-volume service operations.
KPIs / Success Metrics
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Customer Satisfaction Score (CSAT)
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Net Promoter Score (NPS)
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Average Response Time & Resolution Time
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First Contact Resolution Rate
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Employee Engagement & Retention Rate in Support Team