Customer Experience Assistant Manager

5+ years of experience in customer support management, with a proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention. Experience managing a team, including workforce management, and developing talent to drive performance. Experienced in implementing and managing Performance Improvement Plans (PIPs) to improve team and individual performance. Strong data analysis skills, including proficiency in spreadsheets (Excel or Google Sheets) and experience analyzing data using Tableau to drive insights and decisions. You are customer-centric with a passion for delivering exceptional service and improving customer satisfaction.

Oversee a team of 4-6 supervisors, ensuring they effectively manage their teams’ development, productivity, and projects. Conduct regular performance evaluations and provide coaching to supervisors to enhance team effectiveness and individual growth. Manage payroll, PTO, and sick requests to ensure seamless CX operations and maintain optimal team capacity. Foster a positive team culture and improve eNPS by implementing initiatives that enhance employee satisfaction and engagement. Analyze historical data and current trends to accurately forecast staffing needs and ensure sufficient capacity to meet inbound demand, including during seasonal spikes. Develop and maintain workforce management tools and schedules that align with business needs and KPIs, such as SLAs and CSAT. Monitor real-time performance and adjust workforce allocation to ensure service levels are consistently met across all channels. Implement processes for continuous performance monitoring, and intervene with PIPs when performance does not meet expectations. Coordinate with People Team and Talent teams to ensure timely hiring and onboarding of additional staff as needed. Support the management of daily CX operations, ensuring that SLAs across all channels (email, chat, phone) are consistently met. Provide daily productivity and inbound reports, identifying potential issues and implementing corrective actions to maintain performance targets. Track contact reasons, analyze data to identify trends, and report findings to CX management to drive continuous improvement in customer service. Maintain and uphold the highest standards of customer service, with a target CSAT score of 85% or higher. Collaborate with the retention team to develop and implement strategies aimed at reducing churn and improving customer retention rates. Assist in managing seasonal spikes in customer support due to new product offerings, holiday surges, and other business milestones by ensuring adequate staffing and efficient processes. Work closely with internal CX leadership to implement structures, processes, and training programs that empower the team to deliver on our brand promise to customers. Participate in strategy meetings, providing insights and recommendations to improve CX operations and achieve business goals.