Customer Experience & Insights Manager

24 Seven Talent; Arlington (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

24 Seven Talent is partnering with an established media organization to identify a Customer Experience Manager who will help shape and improve the experience of its readers, subscribers, and members. You will monitor questions, feedback, complaints, and service issues in partnership with customer-support teams and vendors, and develop reporting for leadership around customer sentiment.

The ideal candidate has 3+ years in customer experience, strong communication, and experience with online

Qualifications

• 3+ years of experience in customer experience, customer support, community management, membership, or related field.
• Excellent written and verbal communication skills.
• Experience with online communities, social platforms, and/or comment moderation.
• Ability to identify meaningful trends from customer feedback.

Responsibilities

• Monitor customer questions, feedback, complaints, and service issues in partnership with customer-support teams and vendors.
• Ensure customer concerns are addressed promptly and appropriately, escalating recurring or significant issues when necessary.
• Analyze customer feedback to identify trends, pain points, and opportunities to improve the customer experience.
• Develop reporting for leadership around customer sentiment, recurring issues, and emerging concerns.
• Serve as an internal advocate for the customer, bringing insights and recommendations to Marketing, Membership, Editorial, Product, and Technology teams.
• Monitor and support online reader and member communities.
• Moderate website comments and help maintain a constructive online environment.
• Develop and maintain FAQs, escalation procedures, customer-service documentation, and self-service resources.
• Support expanding e-commerce initiatives, including customer inquiries, order issues, product availability, and inventory coordination.
• Partner cross-functionally to identify and improve key customer journeys.

Skills

Customer experience

Communication

Cross-functional collaboration

Moderation

Tools

Zendesk

Job description

24 Seven Talent is partnering with an established media organization to identify a Customer Experience Manager who will help shape and improve the experience of its readers, subscribers, and members. You will monitor questions, feedback, complaints, and service issues in partnership with customer-support teams and vendors, and develop reporting for leadership around customer sentiment.

The ideal candidate has 3+ years in customer experience, strong communication, and experience with online