Customer Experience Manager

Zenvia E-Commerce Trading; Manama; On-site; BHD 10,000 - 17,000; Full time

Job summary

Zenvia E-Commerce Trading is seeking a Lead Customer Service professional to oversee and elevate the quality of support across channels. You will supervise workflows, monitor performance metrics, and address escalated issues while coaching the team to uphold service guidelines.

The role focuses on improving end-to-end customer experiences, coordinating with other departments, and delivering actionable reports to drive improvement. A strong background in customer service leadership is essential.

Qualifications

• 3+ years in customer service, including team leadership.
• Degree in Business, Communications, or related field preferred.
• Strong conflict resolution and communication skills.
• Experience with CRM or customer support tools preferred.

Responsibilities

• Supervise customer support workflows and service standards.
• Monitor response times, resolution rates, and satisfaction trends.
• Handle escalated customer issues professionally.
• Train team members and maintain service guidelines.
• Coordinate recurring issue resolution with other departments.
• Prepare customer experience reports and action plans.

Skills

Leadership

Customer service

Communication

Conflict resolution

Education

Degree in Business/Communications

Tools

CRM software

Job description

Lead customer service quality and improve the end-to-end customer experience across service channels.

Key Responsibilities

• Supervise customer support workflows and service standards.
• Monitor response times, resolution rates, and satisfaction trends.
• Handle escalated customer issues professionally.
• Train team members and maintain service guidelines.
• Coordinate recurring issue resolution with other departments.
• Prepare customer experience reports and action plans.

Qualifications

• Degree in Business, Communications, or related field preferred.
• 3+ years in customer service, including team leadership.
• Strong conflict resolution and communication skills.
• Experience with CRM or customer support tools preferred.