Customer Experience Manager - Lead a High-Impact Team

Langford Staffing; Sur; Presencial; COP 95.465.000 - 109.103.000; Jornada completa

Descripción de la vacante

Langford Staffing is seeking a Customer Service Manager to lead a team of client-facing employees in a fast-paced, high-volume environment. You will be accountable for workload, performance, documentation, and client retention, with a focus on service quality and escalations.

Strong English and people-management experience are essential, and experience in property management is a plus. This full-time role operates aligned with Eastern Time business hours, coordinating across departments and

Formación

• 4+ years in customer experience or similar environment.
• At least 2 years of formal people-management with direct reports in a client-facing or operations department.
• Experience coaching employees, evaluating performance, and addressing underperformance.
• Experience handling escalations, service failures, renewals, and client-retention risks.
• Experience assigning work, monitoring deadlines, and holding employees accountable.
• Experience coordinating across departments, vendors, or external partners.
• Experience using KPIs, dashboards, CRM, ticketing, or workflow-management systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently during Eastern Time business hours.
• Reliable internet, backup connectivity or power, and a professional environment for calls.

Responsabilidades

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure priorities and deadlines are understood.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment or replacement when necessary.
• Ensure customer onboarding, scheduled check-ins, and follow-ups are completed.
• Identify dissatisfied or at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance-sensitive matters.
• Coordinate service requests across internal departments and external partners.
• Hold employees and service partners accountable for commitments.
• Ensure documentation standards and escalation procedures are followed.
• Evaluate if performance issues stem from workload, process, training, or individual performance.
• Produce reports identifying client risks, overdue work, team performance, and required action.
• Improve workflows, service standards, reporting, and departmental accountability.

Conocimientos

People management

Customer experience

Communication

Organization

English proficiency

Assertive and professional

Herramientas

CRM

Ticketing systems

Dashboards

Workflow management

Descripción del empleo

Langford Staffing is seeking a Customer Service Manager to lead a team of client-facing employees in a fast-paced, high-volume environment. You will be accountable for workload, performance, documentation, and client retention, with a focus on service quality and escalations.

Strong English and people-management experience are essential, and experience in property management is a plus. This full-time role operates aligned with Eastern Time business hours, coordinating across departments and