Customer Experience Assistant Manager

📋 Description

• Oversee the Customer Experience team and support supervisors and their teams.
• Lead daily CX operations and workforce management to meet KPIs like SLAs, CSAT, eNPS, retention
• Manage seasonal spikes and ensure capacity to deliver consistent service across channels.
• Collaborate with People/Talent teams for timely hiring and onboarding.
• Influence strategy through CX leadership and cross-functional collaboration.

🎯 Requirements

• 5+ years in customer support management with proven KPI delivery (SLAs, CSAT, retention).
• Experience managing a team, workforce management, and talent development.
• Proficiency in Performance Improvement Plans (PIPs) and data-driven coaching.
• Strong data analysis with Excel/Google Sheets; Tableau experience a plus.
• Customer-centric mindset focused on delivering exceptional service.

🎁 Benefits

• USD salary; remote work option; flexible scheduling with evenings/weekends as needed.
• 15 days vacation/year; healthcare stipend; 5-year sabbatical after 5 years; paid family leave.
• Compassionate leave; AI tools and English coaching; perks via benefit platform.