Maiplacement is hiring: Head of Customer Service & Experience in North Bergen

Tagged: Customer Service Representative Manager

Head of Customer Service & Experience

$70,000–$90,000 annually, based on experience.

Remote: USA, Remote-Hybrid

Position Overview

We are seeking an experienced and dynamic Head of Customer Service & Experience to lead and oversee our customer service operations and overall customer journey. This leadership role is crucial for ensuring seamless customer experiences and maintaining exceptional service standards. The ideal candidate will manage a team based in the Philippines while driving customer satisfaction and retention through innovation and proactive leadership.

Key Responsibilities

1. Customer Outreach & Engagement:
   • Lead customer outreach initiatives, ensuring timely and effective communication.
   • Address customer concerns, inquiries, and feedback promptly and efficiently.
2. Team Leadership:
   • Manage and mentor a remote team of customer service agents based in the Philippines.
   • Foster a high-performing, motivated team culture through coaching and development.
3. Performance Monitoring:
   • Oversee and improve key customer service metrics, including response rates, satisfaction scores, and resolution times.
   • Leverage data insights to drive continuous improvement in service delivery.
4. Quality Assurance:
   • Ensure communications meet brand voice and quality standards.
   • Review and refine customer interactions for tone, accuracy, and resolution effectiveness.
5. Customer Journey Management:
   • Manage the customer journey from product delivery to post-purchase interactions, ensuring positive experiences across all touchpoints.
6. Cross-Functional Collaboration:
   • Work closely with brand managers to share customer insights and feedback.
   • Collaborate to integrate customer feedback into product, service, and marketing strategies.
7. Process Improvement & Reporting:
   • Identify opportunities to enhance the customer experience and streamline workflows.
   • Provide detailed reports on service performance, customer feedback, and actionable insights to senior leadership.

Qualifications

• Proven leadership experience in customer service or customer experience roles, especially in remote or global settings.
• Strong understanding of customer service metrics, KPIs, and quality assurance practices.
• Experience managing and mentoring remote teams, preferably offshore.
• Exceptional communication and interpersonal skills for both internal and external interactions.
• A passion for delivering customer-centric solutions and exceptional experiences.
• Familiarity with customer service software, CRM systems, and analytics tools.
• Proficiency with Zendesk is a plus.
• Experience in e-commerce or retail environments is a bonus.

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