Remote Customer Experience Manager

Kellermeyer Bergensons Services; Oceanside (CA); Remote; USD 90,000 - 115,000; Full time

Job summary

Kellermeyer Bergensons Services (KBS) is seeking a Customer Experience Manager to lead CE supervisors and staff, align operations with client expectations, and collaborate with IT to enhance support processes.

You will coach teams, monitor performance against KPIs, drive continuous improvement, and report outcomes to senior leadership while ensuring exceptional service and customer satisfaction.

Qualifications

• Minimum of five (5) years of supervisory experience managing performance and projects.
• Minimum of five (5) years of customer service management experience.
• Advanced experience with Microsoft Office, especially Excel, and other business tech applications.

Responsibilities

• Oversee Customer Experience Supervisors and staff, including account management and staffing.
• Coach CE team on objectives, set expectations, and monitor progress toward goals.
• Monitor performance metrics and provide direction to ensure defined goals.
• Collaborate with IT and HR to address issues and improve processes.
• Deliver periodic client reviews and participate in quarterly business reviews.

Skills

Leadership

People management

Interpersonal skills

Written and oral communication

Excel

Data analysis

Management reporting

Customer focus

Education

Bachelor's Degree in Business or related field

Tools

Salesforce

NetSuite

Job description

Kellermeyer Bergensons Services (KBS) is seeking a Customer Experience Manager to lead CE supervisors and staff, align operations with client expectations, and collaborate with IT to enhance support processes.

You will coach teams, monitor performance against KPIs, drive continuous improvement, and report outcomes to senior leadership while ensuring exceptional service and customer satisfaction.