Customer Experience Assistant Manager

📋 Description

• Oversee a CX team of 4-6 supervisors
• Manage daily operations and staffing needs
• Support workforce planning and scheduling
• Ensure KPIs: SLAs, CSAT, eNPS, retention
• Lead initiatives to improve employee engagement
• Align CX ops with brand standards

🎯 Requirements

• 5+ years in customer support management
• Proven KPI delivery (SLA, CSAT, retention)
• Experience with workforce management & talent development
• Experience with Performance Improvement Plans (PIPs)
• Strong data skills: Excel/Google Sheets; Tableau
• Customer-centric with service mindset

🎁 Benefits

• Pay in USD
• Remote work with flexible life design
• 15 days vacation/year from start
• Healthcare stipend
• 5-year sabbatical after 5 years
• Paid family leave; compassionate leave