Client Experience Manager

📋 Description

• Take full ownership of people management from start to finish. Conduct weekly one-on-ones, performance evaluations, recruitment, and onboarding. Be the reliable manager that the team can count on for clear guidance, honest feedback, and genuine development.

• Establish and nurture a QA function from the ground up. Develop a systematic approach to assessing response quality, recognize patterns in weaknesses, and mentor the team to consistently achieve a high standard.

• Design and oversee the team structure. Set up triage tiers, manage scheduling during holidays and fluctuations in volume, and ensure the team is equipped to manage incoming challenges.

• Promote ongoing process enhancement. Identify workflow and tool inefficiencies, measure their impact, and implement solutions — whether that involves creating a simple solution yourself or submitting and overseeing an engineering ticket until resolution.

• Develop and refine Standard Operating Procedures (SOPs). Record operational processes, monitor their effectiveness, and revise them when necessary. Create processes that are robust and sustainable, not just functional.

• Convert client trends into proactive solutions. Identify recurring issues in client inquiries and feedback, and transform them into clear, data-driven recommendations for the product team — minimizing the volume of issues the team needs to address initially.

• Anticipate operational challenges. When unexpected issues arise, determine the solution and implement safeguards to prevent recurrence.

⛳️ Requirements

• Possess 5–8 years of experience in client experience or support operations, including a minimum of 1–2 years in a direct management role.

• Expertise in support operations: SLAs, ticket workflows, triage structures, and help desk tools — with the ability to quickly adapt to new systems.

• Demonstrate ownership mentality — proactively identify issues without waiting for direction, and strive for continuous improvement beyond current standards.

• Show genuine concern for the clients served by the team, allowing that to influence the establishment of standards and the development of team members.

• Preference for NYC-based candidates; remote options available for the right individual.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work opportunities.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and growth.