Customer Experience & Engagement Lead

CyberCoders, Inc.; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

CyberCoders, Inc. is seeking a Customer Engagement Manager to lead the customer experience across key touchpoints from initial contact through ongoing support. You will drive service excellence, oversee CRM usage, and collaborate with sales and operations to improve customer outcomes.

The role emphasizes using feedback, data, and performance metrics to identify issues and implement scalable improvements, ensuring a consistent experience across the customer journey.

Qualifications

• 5+ years in customer service, sales operations, or customer engagement.
• Experience leading or managing a customer service team.
• Experience in furniture, hospitality, student housing, or related industries preferred.
• Strong understanding of customer service operations and lifecycle.
• Experience developing, monitoring, and reporting on KPIs and performance metrics.
• Proficiency with CRM platforms such as Salesforce or HubSpot.

Responsibilities

• Lead customer service function to provide timely, high-quality support.
• Oversee resolution of inquiries, issues and escalated complaints.
• Develop and implement customer service policies, procedures and standards.
• Map and improve customer journeys across markets and segments.
• Maintain CRM data integrity and improve CRM processes.

Skills

Customer engagement

Customer service operations

Data analysis

Cross-functional collaboration

Leadership

Tools

Salesforce

HubSpot

Job description

CyberCoders, Inc. is seeking a Customer Engagement Manager to lead the customer experience across key touchpoints from initial contact through ongoing support. You will drive service excellence, oversee CRM usage, and collaborate with sales and operations to improve customer outcomes.

The role emphasizes using feedback, data, and performance metrics to identify issues and implement scalable improvements, ensuring a consistent experience across the customer journey.