Customer Experience Manager

BizTech Staffing; Shelby (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

BizTech Staffing partners with an established organization to hire an on-site Customer Experience Manager. You will lead a team of 10–15 representatives, coaching daily, handling escalations, and building training that turns new hires into confident professionals.

You will own training and development, manage performance, and ensure service levels for CSAT, resolution rate, and quality targets are met in a fast-paced, floor-present leadership role.

Qualifications

• 3+ years managing a customer service or support team.
• Experience building and delivering training programs.
• Proven track record improving CSAT, first-contact resolution, or retention.
• Experience with CRM and ticketing platforms (Salesforce, Zendesk, HubSpot, Freshdesk).
• Clear communicator with frontline staff and senior leadership.
• Willingness to work on-site full-time.

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 that engages, supports and holds reps accountable.
• Own Training and Development: design onboarding and ongoing training on products, processes, systems and service standards.
• Create and maintain training materials, job aids, and knowledge base content.
• Monitor calls, emails and tickets for quality and provide actionable feedback.
• Serve as escalation point for complex customer situations.
• Report team performance to leadership with clear recommendations.

Skills

Team management

Training program development

Coaching

CRM platforms knowledge

Clear 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.