Customer Experience Manager

Responsibilities

• Own and improve the end-to-end customer
• Lead, train, and manage the customer service (CSR) team and accounting team (AP/AR)
• Identify, evaluate, and implement new software systems to improve customer
• Develop and deliver training programs for customer service skills, systems, and internal processes
• Establish and enforce customer communication standards, call quality expectations, and service consistency
• Manage escalated customer issues and ensure timely, professional resolution
• Monitor customer feedback, reviews, and service metrics to identify trends and improvement opportunities
• Build and refine SOPs, scorecards, and reporting metrics to track performance
• Drive onboarding and continuous training for both new and existing employees
• Support employee engagement, retention efforts, and overall team development Qualifications / Requirements

Requirements

• experience from initial contact through post- service follow-up
• experience in customer service, customer experience, or operations
• Proven ability to manage teams and hold accountability to performance metrics
• Experience implementing or working with CRM, ERP, or customer service software systems
• Experience working cross-functionally with operations, service, and accounting teams
• Ability to manage multiple priorities in a fast-paced, growth-oriented environment Preferred Experience
• Experience leading a CSR or call-center environment
• Background in service-based industries (HVAC, plumbing, manufacturing, or similar)
• Experience managing or partnering closely with accounting functions (AP/AR)

Experience

• 3+ years of leadership

Benefits