Customer Experience Manager
8 ore fa
Cover Genius Ltd is a leading insurance technology company that protects the global customers of the world's largest digital companies. Our platform, XCover, enables partners to embed protection for millions of customers worldwide each year.
Job SummaryWe are seeking an experienced Customer Experience Manager to lead and develop our support team, ensuring exceptional customer service. As a key member of our operations team, you will be responsible for overseeing the resolution of complex customer issues, driving process improvements, and managing performance and SLA metrics.
About the RoleThe Customer Experience Manager will collaborate with internal teams to address customer needs, resolve product issues, and implement system enhancements. You will work closely with senior management to create and execute strategic plans for the support function, aligning departmental goals with organizational objectives.
You will be responsible for hiring, training, and mentoring team leads and support staff, conducting performance reviews, and providing ongoing coaching to enhance skills and team performance. Additionally, you will analyze and improve support processes, working with team leads and support analysts to identify inefficiencies and implement new procedures or technologies.
You will also monitor and analyze key performance indicators (KPIs), such as customer satisfaction and resolution times, and generate reports for senior management. You will collect and analyze customer feedback, collaborating with team leads to identify trends and areas for service improvement.
You will coordinate with internal functions, including Content, Data Analytics, Platform and Service Design, and Customer Integrations teams, to address customer needs, resolve product issues, and facilitate system enhancements.
Key Responsibilities:
- Hire, train, and mentor team leads and support staff
- Oversee the resolution of complex or escalated customer issues
- Analyze and improve support processes
- Monitor and analyze KPIs
- Collect and analyze customer feedback
To be successful in this role, you will need:
- 4+ years in customer service or support roles, with at least 2-3 years in a leadership or supervisory position
- Demonstrated ability to lead and motivate a team, with experience in coaching and developing staff
- Fluency in English (verbal & written)
- Strong analytical and problem-solving skills, with a track record of resolving complex customer issues and implementing effective solutions
Cover Genius Ltd offers a competitive salary of $120,000 per annum, flexible work environment, employee stock options, and opportunities for professional growth and development. We are committed to diversity and inclusivity and offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
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