Remote Customer Experience Leader

Kellermeyer Bergensons Services, LLC; Oceanside (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

Kellermeyer Bergensons Services (KBS) is seeking a Customer Experience Manager to lead CE Supervisors and staff, driving performance andCustomer service excellence across multiple accounts. You will partner with IT and upper management to improve processes, monitor metrics, and support staff development.

The role includes coordinating with other departments, managing escalations, and ensuring adherence to policies while supporting a remote-capable work environment within the United States.

Qualifications

• Minimum of five (5) years of supervisory experience.

Responsibilities

• Oversee CE Supervisors and staff with regard to account management and staffing, internal processes, performance metrics, and personnel matters.
• Coach, counsel, and perform regular performance management.
• Lead and mentor CE Supervisors and Leads to achieve company objectives.
• Monitor performance metrics and provide direction to meet goals.
• Collaborate with other departments to identify procedural issues and trends.
• Work with IT on system/process changes and communicate changes to the team.
• Review weekly client and SAM reports to identify trends and take corrective action.
• Attend periodic client meetings and support account rollouts.

Skills

Leadership

Training

People management

Interpersonal skills

Time management

Analytical thinking

Education

Bachelor’s Degree in Business or related field

Tools

Microsoft Excel

Salesforce

NetSuite

Job description

Kellermeyer Bergensons Services (KBS) is seeking a Customer Experience Manager to lead CE Supervisors and staff, driving performance andCustomer service excellence across multiple accounts. You will partner with IT and upper management to improve processes, monitor metrics, and support staff development.

The role includes coordinating with other departments, managing escalations, and ensuring adherence to policies while supporting a remote-capable work environment within the United States.