Customer Experience Manager

Insight Global; Parma (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

A leading company in staffing and recruiting is seeking a Customer Support Manager to oversee a large team in Cleveland, OH. The role involves training, evaluating staff, and ensuring high service standards while fostering a positive work environment. Candidates should have strong leadership and communication skills, with a focus on data analysis and customer care.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 3+ years managing a Customer Service/Call Center team.
• Experience with onsite, hybrid, and remote work.
• Innovative and strategic thinker.

Responsibilities

• Oversee 40-50+ employees domestically and internationally.
• Guide, train, and evaluate support representatives.
• Monitor customer interactions and resolve escalations.

Skills

Leadership

Communication

Data Analysis

Customer Care

Job description

Get AI-powered advice on this job and more exclusive features.

- 3+ years of experience managing a Customer Service/Call Center team

- Experience managing 30+ staff with a mix of onsite, hybrid, and remote work

- Experience building or transforming a call center from the ground up

- Innovative and strategic thinker

- Comfortable working onsite in Cleveland 5 days a week

Nice to Have Skills & Experience

- Experience managing international staff

Job Description

Insight Global is seeking a Customer Support Manager to be onsite in Cleveland, OH. You will oversee approximately 40-50+ employees domestically and internationally.

As a Customer Support Experience Manager, your responsibilities include guiding, training, and evaluating support representatives, setting and meeting KPIs, understanding customer environment profiles, handling escalations, analyzing contact center metrics, and ensuring policy and regulatory compliance. You will also focus on proactive customer care, identifying improvement areas, implementing innovative technologies, and aligning customer interactions with company values.

Your goal is to foster a positive, productive work environment that motivates employees and maintains high service standards. The role involves some hybrid work elements based on an onsite foundation, requiring strong leadership, communication, data analysis skills, and the ability to manage multiple priorities in a fast-paced setting.

Key duties include monitoring customer interactions, resolving escalations, collaborating across departments, developing training programs, creating support documentation, and implementing customer feedback systems. You will also be involved in designing and optimizing an omnichannel contact center technology suite.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• Staffing and Recruiting

Referrals can double your chances of interviewing at Insight Global.

Inferred benefits

Medical insurance, Vision insurance, 401(k)

Recent job notifications

Get notified about new Customer Experience Manager jobs in Parma, OH.

Richfield, OH: $134,900–$172,400 (posted 2 weeks ago)

Cleveland, OH: $80,000–$110,000 (posted 3 days ago)

Related roles

• Field Customer Success Manager II, SMB - Cleveland, OH
• Fulfillment and Customer Success Manager
• Visitor Support & Security Representative
• Guest Strategy Associate - Call Center and Ticket Support
• Customer Experience Specialist - Point of Care, Ohio
• Customer Service Account Manager - Professional Services
• Customer Service Representative - State Farm Agent Team Member

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.