Client Experience Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take full ownership of people management from start to finish. Conduct weekly one-on-one meetings, performance evaluations, recruitment, and onboarding. Be the dependable 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 assess response quality, identify patterns in deficiencies, and mentor the team to consistently achieve high standards.

• Design and oversee the team structure. Set up triage tiers, manage scheduling during holidays and fluctuations in workload, and ensure the team is adequately prepared to address any incoming challenges.

• Promote ongoing process enhancements. Recognize inefficiencies in workflows and tools, assess their impact, and implement solutions — whether that entails creating a lightweight solution independently or drafting and overseeing an engineering ticket to resolution.

• Develop and refine Standard Operating Procedures (SOPs). Document operational processes, track their effectiveness, and revise them as necessary. Aim to create processes that are robust, not just functional.

• Convert client trends into upstream solutions. Identify recurring issues in client inquiries and complaints, and provide clear, data-driven recommendations to the product team — thereby reducing the number of issues the team needs to address initially.

• Proactively address operational challenges. When unforeseen 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.

• Have a strong understanding of support operations: SLAs, ticket workflows, triage structures, and help desk tools — with the ability to quickly adapt to new systems.

• Think and act with an ownership mentality — do not wait for instructions when something is amiss, and always strive for higher standards when improvement is achievable.

• Have a genuine concern for the clients the team supports, allowing that to influence how standards are established and how team members are developed.

• Preference for candidates based in NYC; however, remote work is an option for the right individual.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Opportunities for professional development and career advancement.

• Flexible work environment and the option for remote work.