Customer Experience Manager — Build & Scale CX Team

Delta System & Software, Inc.; Santa Ana (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Delta System & Software, Inc. is seeking a Customer Service Manager to lead its new CX division in Santa Ana.

You will own day-to-day ticket management across digital and telehealth platforms, triage, coach agents, and shape processes and tooling from the ground up. This foundational role emphasizes building scalable, metrics-driven operations with clear ownership, KPIs, and cross-functional partnerships with Compliance, Product, IT and Operations.

Qualifications

• 5+ years in customer service or customer success, with at least 2 years in a supervisory or management capacity.
• Experience building or significantly improving customer service processes, tools, or infrastructure from the ground up.
• Experience managing a team of customer-facing agents, including hiring, coaching, and performance management.
• Strong working knowledge of help desk / ticketing platforms (e.g., Zendesk, Freshdesk, HubSpot Service Hub, or similar).
• Excellent written and verbal communication skills, with the ability to de-escalate and resolve sensitive customer issues.
• Comfortable working with data - able to define, track, and report on team KPIs.
• Bachelor's degree preferred or equivalent practical experience.

Responsibilities

• Oversee day-to-day management of active customer service inbound tickets across multiple digital and telehealth platforms, ensuring timely, accurate, and empathetic resolution.
• Build and formalize customer service processes, workflows, and SOPs where none currently exist, including ticket triage, escalation paths, and response-time standards.
• Identify gaps in current internal infrastructure (tools, ticketing systems, knowledge bases) and drive improvements over time in partnership with Product, IT, and Operations.
• Hire, train, schedule, and manage a team of customer service agents; set performance expectations and provide ongoing coaching and feedback.
• Establish and track key performance metrics (e.g., response time, resolution time, CSAT, ticket volume/backlog) and report on team performance to leadership.
• Serve as an escalation point for complex or sensitive customer issues, driving them to resolution in coordination with relevant internal teams.
• Partner cross-functionally with Compliance, Sales, Product, and Integrations teams to ensure customer feedback informs broader business decisions.
• Develop and maintain a knowledge base, macros/templates, and training materials to improve team efficiency and consistency.
• Help define the long-term structure of the Customer Service & Customer Success division, including future roles, tiers of support, and success metrics.
• Champion a customer-first culture across the organization.
• Analyze recurring customer issues and identify root causes, trends, and systemic problems; partner with relevant departments to implement corrective and preventive actions.

Skills

Customer service

Leadership

Data analysis

Communication

Organization

Ambiguity tolerance

Education

Bachelor's degree or equivalent

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Job description

Delta System & Software, Inc. is seeking a Customer Service Manager to lead its new CX division in Santa Ana.

You will own day-to-day ticket management across digital and telehealth platforms, triage, coach agents, and shape processes and tooling from the ground up. This foundational role emphasizes building scalable, metrics-driven operations with clear ownership, KPIs, and cross-functional partnerships with Compliance, Product, IT and Operations.