What are the responsibilities and job description for the Senior Customer Experience Manager position at BESTMOW?
Position Overview:
We are seeking an experienced and visionary Senior Customer Experience Manager to lead and oversee our entire after-sales service department, including both standard customer support and technical support functions. This role is critical in shaping a seamless, efficient, and highly responsive customer journey post-purchase.
The ideal candidate will have deep expertise in customer service operations, a thorough understanding of after-sales workflows, and a strong track record of implementing AI-driven or semi-automated solutions to boost service efficiency and quality.
Key Responsibilities:
- Lead, develop, and manage all aspects of the Customer Support and Technical Support teams.
- Design, refine, and optimize end-to-end after-sales workflows to enhance customer satisfaction and operational efficiency.
- Drive the strategic adoption of AI and automation technologies (e.g., chatbots, ticketing automation, smart routing) to streamline service delivery and reduce response times.
- Build, monitor, and continuously improve key customer service KPIs, including first response time, resolution time, CSAT, NPS, and support ticket volume.
- Collaborate cross-functionally with Product, Engineering, Sales, and Marketing teams to ensure seamless feedback loops and address systemic customer issues.
- Develop customer retention and loyalty strategies through superior post-sales engagement.
- Oversee service quality assurance, including troubleshooting complex cases and maintaining escalation protocols.
- Champion a customer-first culture across all teams, driving continuous training, best practices, and performance improvement initiatives.
- Manage vendor relationships and external partners for support-related tools and services, ensuring service levels meet organizational standards.
- Regularly report to senior leadership on customer experience metrics, trends, risks, and opportunities for innovation.
Qualifications:
- Bachelor’s degree required; Master’s degree preferred.
- 3 years of progressive experience in customer experience management, including at least 1 years leading both customer and technical support teams.
- Proven expertise in after-sales service workflows, escalation management, and issue resolution frameworks.
- Strong knowledge and hands-on experience with AI automation tools, CRM platforms (e.g., Shopify, Zendesk, Freshdesk), and knowledge management systems.
- Demonstrated ability to design and execute customer experience improvement programs with measurable outcomes.
- Analytical mindset with a data-driven approach to problem-solving and decision-making.
- Outstanding leadership, coaching, and organizational change management skills.
- Exceptional communication skills and a passion for delivering outstanding customer service.
Preferred Skills:
- Experience with setting up or optimizing AI-based customer service solutions (e.g., RPA, NLP-driven bots, predictive analytics).
- Background in technology, consumer electronics, or smart devices industries is a plus.
- Multilingual abilities are highly desirable.