Customer Experience Manager - Automation & Loyalty Focus

SNIPES; Bensalem Township (Bucks County); Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Generous Employee Discount

Paid Holidays

Summer Hours

PTO

Bonus Plan

Affordable Health Insurance

Retirement Contributions

Zusammenfassung

SNIPES is seeking a Manager of Customer Service to own how customers are served across every channel and to ensure the operation runs smoothly. Reporting to the Director of Customer Experience, you will oversee response quality, automation performance, and partner performance, driving improvements and coaching the team.

You will lead cross-channel service standards, manage automation workflows, and partner relationships while focusing on loyalty, recovery, and data-driven insights to reduce

Qualifikationen

• 3+ years in customer service or CX operations, with 1+ years leading a CX team.
• Exposure to customer-facing AI or automation tools such as DigitalGenius, Ada, Gorgias AI, Intercom Fin, Zendesk AI, or Forethought
• Experience managing an offshore or BPO partner against QA and SLA targets, and working in a modern helpdesk platform such as Freshdesk, Zendesk, Salesforce Service Cloud, Gorgias, or Kustomer

Aufgaben

• Own service levels, backlog, and response performance across all channels
• Own automation performance end to end: resolution rate, escalation quality, and flow accuracy
• Own the day-to-day partner relationship, escalation thresholds, and performance reviews
• Explain why a category is spiking with evidence behind it and work with IT for data capture
• Understand what drives loyalty contacts and unblock the experience
• Run detractor recovery and measure reach and cost per recovered customer
• Coach the team toward owning business problems and driving resolutions
• Set expectations for domain ownership and follow-through
• Run performance conversations, development plans, and hiring

Kenntnisse

CX leadership

AI tools exposure

Multi-channel support

Vendor management

Helpdesk configuration

Tools

Freshdesk

Zendesk

Salesforce

Gorgias

Kustomer

Jobbeschreibung

SNIPES is seeking a Manager of Customer Service to own how customers are served across every channel and to ensure the operation runs smoothly. Reporting to the Director of Customer Experience, you will oversee response quality, automation performance, and partner performance, driving improvements and coaching the team.

You will lead cross-channel service standards, manage automation workflows, and partner relationships while focusing on loyalty, recovery, and data-driven insights to reduce