Customer Experience Manager

8 ore fa


Roma, Lazio, Italia Cover Genius Ltd A tempo pieno
About Cover Genius Ltd

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 Summary

We 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 Role

The 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
Requirements

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
What We Offer

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.



  • Roma, Lazio, Italia The Social Hub A tempo pieno

    The Social Hub is a dynamic, multi-national company that's redefining the hospitality industry. As our Customer Experience Manager, you'll play a crucial role in ensuring every guest has an exceptional stay with us.Located in the heart of Rome, Italy, we're part of a thriving community that's passionate about innovation and creativity. Our hotel operations...


  • Roma, Lazio, Italia Panoptyc A tempo pieno

    About Our Company Panoptyc revolutionizes customer success with AI-powered solutions, serving Fortune 500 companies and SMBs globally. As a fully remote team, we're expanding our expertise and seeking top talent worldwide.We're looking for an experienced Customer Success Manager to manage small and mid-sized market (SMB) customer accounts. This role involves...


  • Roma, Lazio, Italia Cisco Systems, Inc. A tempo pieno

    About the RoleCisco Systems, Inc. is seeking an experienced Customer Experience Manager to drive successful adoption and utilization of our technologies and services within customer organizations.As a key CX point-of-contact, you will own end-to-end relationships with customers, understanding their business objectives and developing strategies to enable...


  • Roma, Lazio, Italia Genesys A tempo pieno

    Genesys is seeking an experienced Customer Experience Strategist to join our team. This role is a key position within the company, responsible for establishing lifelong relationships with customers by advising and equipping them to achieve their customer experience vision.The ideal candidate will be a seasoned professional with a strong understanding of...


  • Roma, Lazio, Italia Translated Srl A tempo pieno

    About the RoleWe are seeking a skilled Customer Experience Specialist to join our team at Translated Srl. As a key member of our customer success team, you will be responsible for driving customer satisfaction and retention through strategic planning and execution.


  • Roma, Lazio, Italia The Social Hub A tempo pieno

    At The Social Hub, we're looking for a dynamic and organized Event Experience Manager to join our team in Rome. This role offers a unique opportunity to work with a innovative hospitality concept that combines student accommodation, co-working spaces, and events.About UsWe're a game-changing innovator in the hospitality industry, challenging conventions and...


  • Roma, Lazio, Italia Harbor Freight Tools A tempo pieno

    We're a dynamic retail company seeking an experienced and motivated Customer Experience Representative to join our team!About the RoleAs a key member of our sales team, you'll be responsible for providing exceptional customer experiences, handling sales transactions, and promoting our products and services.What You'll Do:Deliver outstanding customer service...


  • Roma, Lazio, Italia Marriott International, Inc A tempo pieno

    About Us">Marriott International, Inc. is a world-class leader in the travel industry with a rich history of delivering exceptional experiences to guests from all over the world.">The Opportunity">We are seeking a Customer Experience Ambassador to join our team at W Rome, the first W Hotel in Italy. As a key member of our Front Office team, you will play a...


  • Roma, Lazio, Italia Cpl Taylor By Synergos Srl - Ricerca E Selezione Personale Qualificato A tempo pieno

    About the RoleCpl Taylor By Synergos Srl - Ricerca E Selezione Personale Qualificato is hiring a Customer Care Specialist to join their team. This role is perfect for individuals who have a strong passion for delivering exceptional customer experiences.Key Responsibilities:Handle and analyze customer support requests via email, phone, or ticketing...


  • Roma, Lazio, Italia Iko Media Group A tempo pieno

    We are seeking a highly skilled Customer Success Manager to join our team in Rome. This pivotal role is crucial in ensuring client satisfaction and success with our products and services.As a Customer Success Manager, you will collaborate closely with clients, understand their needs, and maximize the value they receive.Main Responsibilities:Cultivate strong...


  • Roma, Lazio, Italia Cambridge Mobile Telematics A tempo pieno

    About the RoleCambridge Mobile Telematics is the world's largest telematics service provider, and we're looking for a skilled Senior Customer Success Manager to join our team in Italy.The Customer Success group is the key liaison for our clients throughout their partnership with CMT, working closely with Sales Executives to drive growth and satisfaction...


  • Roma, Lazio, Italia Lvmh Moët Hennessy - Louis Vuitton A tempo pieno

    Job DescriptionAs an Elite Client Experience Manager at LVMH Moët Hennessy - Louis Vuitton, you will play a pivotal role in delivering exceptional experiences to our most discerning clients.About the RoleThis is a permanent, full-time position that requires a minimum of 3 years' experience in luxury retail or high-end client management. You will report...


  • Roma, Lazio, Italia Anantara A tempo pieno

    About the RoleWe are seeking a skilled Hotel Ambassador and Guest Experience Manager to join our team at Anantara.This is an exciting opportunity for a charismatic and service-oriented individual to take on a key role in creating unforgettable experiences for our guests.As a Hotel Ambassador, you will be responsible for delivering exceptional customer...


  • Roma, Lazio, Italia IKONO A tempo pieno

    About IKONOWe are an immersive journey that combines art, play and the unexpected, inviting people to self-discovery and shared experiences.With locations in major cities across Europe, we offer a unique opportunity for customers to unleash their creativity and imagination.Job OverviewThis is a part-time position in our team, offering a pleasant and...


  • Roma, Lazio, Italia Trellix A tempo pieno

    Trellix is a leading cybersecurity company that transforms security operations with the help of artificial intelligence (AI), analytics, and automation to create a resilient digital world.Our market-leading AI-powered XDR Platform learns and adapts to disrupt active threats and empower CISOs with living security. The platform's open architecture and broadest...


  • Roma, Lazio, Italia goFLUENT Group A tempo pieno

    Job Description:We are seeking an experienced Customer Success Manager to support the growth of our Russian market. This role will involve building strong relationships with clients, understanding their training needs, and developing partnerships to drive customer satisfaction and loyalty.Key Responsibilities:Partner with clients to identify their training...


  • Roma, Lazio, Italia Intrepid Experience A tempo pieno

    Job SummaryWe are seeking an experienced Operations Director to lead our ground operations in Italy and drive strategic plans for Intrepid Experience.This is a full-time, permanent role operating in a hybrid capacity out of Rome. As Operations Director, you will be responsible for overseeing daily operations, strengthening market presence, and positioning...


  • Roma, Lazio, Italia Intrepid Experience A tempo pieno

    Experience a new era of travel with Intrepid Experience as we continue to shape the future of adventure travel in Italy and beyond. As an Adventure Travel Director, you will lead ground operations, drive strategic plans, and oversee day-to-day operations within Italy. With a focus on growth, you will strengthen our market presence and position us as a leader...

  • Business Analyst

    3 giorni fa


    Roma, Lazio, Italia Stryker Corporation A tempo pieno

    Job Description:Stryker Corporation seeks a Business Analyst - Customer Services to join our team.About the Role:This is an exciting opportunity to work in a dynamic environment where you will be responsible for analyzing customer service processes and identifying areas for improvement. You will collaborate with cross-functional teams to implement changes...


  • Roma, Lazio, Italia Abbott A tempo pieno

    Job DescriptionIn this dynamic role as a Customer Service Representative, you will be the key to delivering exceptional service to our customers. Key Responsibilities:Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquiries, service requests and customer complaints.Compliant with internal...