Job Description
Are you a dedicated leader ready to make an impact on a high-performance weekend team?
Global Tech Solutions is seeking an experienced Senior Customer Experience Manager to join our elite team in Denver. In this pivotal role, you will oversee customer satisfaction for our premium clients, ensuring seamless service during our critical weekend operations. We offer a hybrid work environment with a competitive salary and comprehensive benefits package.
Join us to lead the charge in customer success while enjoying a balanced work-life schedule.
Responsibilities
- Lead Weekend Operations: Direct and mentor a team of customer support representatives to ensure high service standards and rapid issue resolution during peak weekend hours.
- Customer Advocacy: Act as the primary escalation point for complex client issues, ensuring 100% satisfaction and retention.
- Performance Analytics: Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and Net Promoter Score (NPS) to drive continuous improvement.
- Process Optimization: Identify bottlenecks in our weekend workflows and implement strategic solutions to enhance operational efficiency.
- Team Development: Conduct regular training sessions, performance reviews, and one-on-one coaching to foster professional growth and leadership skills.
- Crisis Management: Handle high-stakes situations and major service outages with composure, communicating effectively with stakeholders and clients.
Qualifications
- Experience: Minimum of 3-5 years of experience in customer service management, preferably within the technology or SaaS industry.
- Leadership: Proven track record of leading a team through weekend shifts and driving team performance.
- Communication: Excellent verbal and written communication skills with the ability to convey complex information clearly.
- Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Problem-Solving: Strong analytical skills with the ability to troubleshoot and resolve operational challenges.
- Availability: Must be available to work Saturday and Sunday (Full-time).