Senior Technical Client Experience Manager

Boldr; Leyte; In loco; PHP 1.200.000 - 2.000.000; Tempo pieno

Descrizione del lavoro

Boldr is seeking a results-driven leader to head Client Experience Technical Operations. You will own the end-to-end client experience for assigned programs, ensuring high-quality support, strong relationships, and scalable practices across global teams in a fast-paced SaaS and AI environment.

You will monitor health metrics, identify risks, implement improvements, and mentor Team Captains to develop into leaders while collaborating with multiple support functions to exceed client expectations.

Competenze

• Proven track record leading technical support or service-delivery teams.
• Strong ability to manage client relationships and expectations.
• Experience with KPI tracking, CSAT, QA, and service levels.

Mansioni

• Lead high-performing support operations and client relationships.
• Oversee day-to-day program health, risk management, and escalation handling.
• Drive continuous improvement, scalable processes, and coaching for Team Captains.
• Coordinate with cross-functional teams to ensure consistent support quality.

Conoscenze

Client relationships

Operations leadership

KPI management

Cross-functional collaboration

People development

Strumenti

Google Workspace

Data dashboards

Descrizione del lavoro

Boldr is seeking a results-driven leader to head Client Experience Technical Operations. You will own the end-to-end client experience for assigned programs, ensuring high-quality support, strong relationships, and scalable practices across global teams in a fast-paced SaaS and AI environment.

You will monitor health metrics, identify risks, implement improvements, and mentor Team Captains to develop into leaders while collaborating with multiple support functions to exceed client expectations.