Customer Support CX & Training Assistant Manager

Overview

The Assistant Manager, Training and Customer Experience plays a dual role in ensuring exceptional service quality and delivering high-impact training programs. This position is responsible for analyzing performance data, driving continuous improvement initiatives, and supporting operational excellence through effective coaching and training. The role combines leadership in quality assurance with oversight of onboarding, product, and skills-based training, ensuring alignment with organizational goals and customer satisfaction standards.

Responsibilities

PRIMARY RESPONSIBILITIES

Quality and Customer Experience

• Lead and support quality initiatives to maintain service excellence and compliance with standards.
• Monitor performance metrics, identify trends, and implement corrective actions to improve customer experience.
• Collaborate with cross-functional teams to resolve escalations and enhance pr...