Customer Experience Manager | Lead, Service Excellence

Langford Staffing; Medellín; Presencial; COP 94.384.000 - 107.868.000; Jornada completa

Descripción de la vacante

Langford Staffing is seeking a Customer Service Manager to directly manage a team of client-facing employees, overseeing workload, performance, and client retention. This role emphasizes formal people management with direct reports and highly values disciplined process and documentation.

Strong managers from similar high-volume service industries are encouraged to apply. The position requires ensuring onboarding, follow-ups, and service recovery while coordinating with internal departments and

Formación

• Four or more years in customer experience, success, service delivery, or related fields.
• At least two years of formal people-management experience with direct reports.
• Experience coaching, evaluating performance, and addressing underperformance.
• Experience handling escalations, renewals, and client-retention risks.
• Excellent written and spoken English.
• Ability to work independently during Eastern Time business hours.

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, complaints, and documentation quality.
• Create performance-improvement plans and reassign or replace when needed.
• Oversee onboarding, check-ins, and follow-ups with clients.
• Identify at-risk clients and lead service-recovery efforts.
• Monitor renewals and client-retention activities.
• Coordinate service requests across departments and partners.
• Ensure escalation procedures and documentation standards are followed.
• Produce reports on risks, overdue work, and team performance.

Conocimientos

People management

Coaching

English proficiency

Customer experience

Communication

Organizational skills

Conflict resolution

Eastern Time availability

Herramientas

CRM

Ticketing systems

Workflow management

Dashboards

Descripción del empleo

Langford Staffing is seeking a Customer Service Manager to directly manage a team of client-facing employees, overseeing workload, performance, and client retention. This role emphasizes formal people management with direct reports and highly values disciplined process and documentation.

Strong managers from similar high-volume service industries are encouraged to apply. The position requires ensuring onboarding, follow-ups, and service recovery while coordinating with internal departments and