Customer Experience Manager

BizTech Staffing; Charlotte (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

BizTech Staffing is partnering with an established organization to hire an on-site Customer Experience Manager in Charlotte, NC. This role leads a team of 10–15 customer service representatives and owns the quality of every customer interaction, and the development of the people delivering it.

You will be with your team daily coaching in the moment, handling escalations, and building the training that turns new hires into confident representatives.

Qualifications

• 3+ years managing a customer service or support team with direct people-management responsibility.
• Proven experience building and delivering onboarding programs or ongoing coaching plans.
• Track record of improving CSAT, first-contact resolution, quality scores or retention.
• Clear communicator with frontline staff and senior leadership.

Responsibilities

• Lead the Team and manage, coach and develop a group of 10–15 customer service representatives.
• Handle hiring, onboarding, scheduling and day-to-day workload distribution.
• Conduct regular one-on-ones, performance reviews and development conversations.
• Build a floor culture where reps are engaged, supported and accountable.
• Own Training and Development: design onboarding for new hires and ongoing product/skill training.
• Monitor and improve service levels, response times, quality and CSAT targets.
• Provide actionable feedback from call monitoring and performance data.
• Serve as escalation point for complex or sensitive customer situations.
• Report team performance and make recommendations to leadership.

Skills

Team leadership

Training design

Coaching & feedback

Communication

Tools

Salesforce

Zendesk

HubSpot

Freshdesk

Job description

BizTech Staffing is partnering with an established organization to hire an on-site Customer Experience Manager. This role leads a team of 10–15 customer service representatives and owns two things: the quality of every customer interaction, and the development of the people delivering it. This is a floor-present leadership role. You will be with your team daily coaching in the moment, handling escalations, and building the training that turns new hires into confident representatives.

KEY RESPONSIBILITIES

• Lead the Team
• Manage, coach and develop a team of 10–15 customer service representatives.
• Handle hiring, onboarding, scheduling and day-to-day workload distribution.
• Conduct regular one-on-ones, performance reviews and development conversations.
• Build a floor culture where representatives are engaged, supported and accountable.
• Own Training and Development
• Design and deliver onboarding for new representatives, spanning product knowledge, systems and soft skills.
• Run ongoing training on new products, processes, systems and service standards.
• Create and maintain training materials, job aids and knowledge base content.
• Identify individual skill gaps through call monitoring and coach to them directly.
• Build career paths that develop representatives toward senior and lead roles.
• Own team performance against response time, resolution rate, quality and customer satisfaction targets.
• Monitor calls, emails and tickets for quality, delivering specific and actionable feedback.
• Serve as the escalation point for complex or sensitive customer situations.
• Maintain service levels through volume fluctuations and seasonal peaks.
• Refine processes and service standards to make resolution faster and more consistent.
• Report team performance to leadership with clear recommendations.

REQUIRED QUALIFICATIONS

• 3+ years managing a customer service or support team with direct people-management responsibility.
• Demonstrated experience building and delivering training — onboarding programs, coaching plans or ongoing skill development.
• Track record of improving measurable outcomes such as CSAT, first-contact resolution, quality scores or retention.
• Strong coaching instincts and genuine satisfaction in developing people.
• Experience with CRM and ticketing platforms (Salesforce, Zendesk, HubSpot, Freshdesk or comparable).
• Clear communicator with both frontline staff and senior leadership.
• Sound judgment under pressure and genuine ownership of customer outcomes.
• Able to work on-site full-time.

PREFERRED QUALIFICATIONS

• Formal training, instructional design or train-the-trainer background.
• Experience with quality monitoring and structured coaching programs.
• Workforce management or scheduling tool experience.
• Background in [industry] or a comparable operating environment.