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Join Our Team as a Senior Customer Experience ManagerAre you ready to lead and elevate customer support operations in Mexico City?
We are on the hunt for a Customer Experience Manager with a knack for transforming the customer journey into long-term satisfaction and business growth.What You'll Do:Strategy Development: Design and implement customer experience strategies, ensuring service standards align across teams to boost satisfaction.Support Leadership: Oversee daily support across email, chat, and phone channels, handling high-touch cases like shipment issues and dispute resolution.Empathetic Supervision: Lead all escalations with empathy and professionalism, ensuring efficient and cohesive resolution.KPI Monitoring: Track critical KPIs such as response time, resolution rate, CSAT, and NPS; use data to identify pain points and guide improvements.Team Development: Coach, mentor, and expand the support teamleading hiring, onboarding, and performance coaching.Documentation Owne...