Customer Experience Manager - Real Estate Team Lead

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

Descripción de la vacante

Langford Staffing is seeking a Customer Service Manager for a Canadian residential real estate services company. You will oversee a team of client-facing employees, driving workload balance, service quality, and client retention on an Eastern Time schedule.

You will coach, evaluate performance, and implement improvements, with direct reports and formal reviews. Strong communication and cross-department coordination are essential.

Formación

• Four or more years in customer experience, customer success, service delivery, or related fields.
• At least two years of formal people-management with direct reports in a client-facing or operational role.
• Experience coaching, evaluating performance, and addressing underperformance.
• Experience handling escalations, renewals, and client-retention risks.
• Experience coordinating across departments, vendors, or external partners; familiarity with KPIs and dashboards.

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.
• Ensure onboarding, check-ins, and follow-ups are completed.
• Lead service-recovery efforts for at-risk clients and monitor renewals.
• Coordinate service requests across internal departments and external partners.
• Hold staff and partners accountable for commitments and standards.
• Produce reports on risks, overdue work, and team performance; improve workflows.

Conocimientos

People management

Customer experience

Coaching

Escalation handling

Workload management

CRM systems

KPI dashboards

English proficiency

Herramientas

CRM software

Ticketing systems

Workflow management

Descripción del empleo

Langford Staffing is seeking a Customer Service Manager for a Canadian residential real estate services company. You will oversee a team of client-facing employees, driving workload balance, service quality, and client retention on an Eastern Time schedule.

You will coach, evaluate performance, and implement improvements, with direct reports and formal reviews. Strong communication and cross-department coordination are essential.