Customer Experience Manager

Jobtailor

San Francisco (CA)

Hybrid

USD 180,000 - 240,000

Full time

4 days ago

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Benefits offered by this job

Healthy performance culture

Job summary

Jobtailor is seeking a senior leader to head global customer experience, overseeing a high-volume support organization serving enterprise clients. You will drive operational excellence, coach managers, and own end-to-end escalations while collaborating with product, engineering, and GTM teams.

You will champion AI-assisted triage and QA, monitor key metrics, and grow a resilient, customer-focused team across regions. SF-based hybrid work model is offered.

Qualifications

8+ years in customer support or customer experience.
4+ years managing teams in high-volume enterprise environments.
Ability to operate at a fast pace and maintain customer focus.
Genuine investment in developing a team and improving processes.
Experience managing work close to the tickets and beyond dashboard metrics.

Responsibilities

Lead a high-performing support team serving lawyers and professional services teams.
Drive operational excellence and accountability across the global support organization.
Run day-to-day support delivery including queue management, triage, and escalation judgment.
Monitor FRT, TTR, cSAT, QA; identify root causes and implement fixes.
Own escalations end to end including severity judgment and customer communication.
Partner with Product, Engineering, and GTM to fix recurring escalations.
Participate in on-call rotation for customer-impacting incidents and coordinate response.
Drive adoption of AI tools for triage, drafting, deflection, and QA.
Pressure-test CX Releases against real queue conditions and forecast staffing needs.
Hire, onboard, and develop team members.

Skills

Customer Support Management

Performance Metrics Ownership

AI Tools Proficiency

Team Development and Coaching

Escalation Management

Tools

Zendesk

Salesforce

Omni

Snowflake

AI Tools for Support

Job description

Lead a high-performing support team serving lawyers and professional services teams
Drive operational excellence and accountability across Harvey's global support organization
Run day-to-day support delivery for the region, including queue and coverage management, triage, handoff, and escalation judgment
Monitor First Response Time, Resolution Time, QA, and cSAT; identify root causes and implement fixes
Set individual performance expectations and coach team members against QA results
Own escalations end to end, including severity judgment, customer communication, resolution, and actionable Engineering bug reports
Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes
Participate in the on-call rotation for customer-impacting incidents and coordinate response and customer communication
Drive adoption of AI tools and systems for triage, drafting, deflection, and QA
Pressure-test CX Operations releases against real queue conditions
Compare regional performance with other CX regions and propose globally applicable practices
Forecast coverage and staffing against volume and flag gaps
Hire, onboard, and develop team members

Requirements

8+ years in customer support or customer experience
4+ years managing teams in a high-volume environment serving enterprise customers
Ability to operate at Harvey's fast pace
Deep focus on the customer
Genuine investment in developing a team
Experience managing close to the work and understanding support tickets beyond dashboard metrics
Evidence of a support-team change that produced a significant performance improvement
Ownership of metrics including FRT, TTR, cSAT, QA, backlog, and deflection
Ability to build reporting; experience with Zendesk, Salesforce, Omni, and Snowflake
Understanding of enterprise escalations, including severity judgment and customer communication
Ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues
Ability to take process improvements from idea to implementation
Day-to-day proficiency using AI tools in a production support workflow
Admin-level fluency with Zendesk or an equivalent platform, including views, triggers, macros, and routing logic

Core Competencies

Demonstrates extensive experience in customer support and team management, with a strong focus on operational excellence and performance metrics. Proficient in utilizing AI tools and platforms like Zendesk to enhance support delivery and drive team development.

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