Customer Experience Manager

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

📋 Description

• Lead and cultivate supervisors along with a blended onshore/offshore team of customer experience representatives.

• Hold team members accountable for their performance, adherence to KPIs, and professional behavior.

• Foster a culture of ownership, collaboration, and continuous improvement.

• Conduct regular team meetings and performance evaluations to ensure clear goals and alignment with SnugZ values.

• Monitor and analyze key performance indicators daily, including call response times, email/chat resolutions, revisions, and LTL tasks.

• Generate and present daily, weekly, and monthly performance reports to leadership.

• Make swift, data-informed decisions to ensure consistency in service levels and customer satisfaction.

• Identify trends, gaps, and opportunities for enhancement through regular performance reviews and data analytics reporting.

• Act as a visionary leader for the department's ongoing growth — improving staffing models, scheduling efficiency, and workflow processes.

• Propel the department towards automation and enhanced tools that boost speed and accuracy.

• Develop, maintain, and enforce Standard Operating Procedures (SOPs) while ensuring accountability through consistent follow-ups.

• Collaborate cross-functionally with Inside Sales, IT, Marketing, and Production to ensure a seamless customer experience.

• Work with supervisors to uphold a structured onboarding, cross-training, and continuing education program.

• Implement training materials and collaborate with SMEs on performance improvement plans that reinforce SnugZ brand standards and service quality.

• Ensure all team members are well-versed in product updates, process changes, and essential technology tools for success.

• Proactively identify process bottlenecks or inefficiencies and execute effective solutions.

• Champion a solution-focused mindset — empowering team members to address challenges with creativity and ownership.

• Lead and implement departmental initiatives that enhance the customer experience journey and operational scalability.

⛳️ Requirements

• 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role.

• Proven success in managing teams of 20+ employees in a dynamic, multi-channel support environment.

• Proficient in CRM, ERP, and ticketing systems.

• Exceptional written and verbal communication skills; capable of inspiring, coaching, and driving accountability.

• Strong grasp of KPIs, performance analytics, and workflow optimization.

• Adept 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.

• Associate or Bachelor’s degree in Business, Communications, or a related field.

• Proven track record in implementing process automation or enhancing CX technology.

🏝️ 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