Senior Customer Experience Leader - Remote & People Growth

ClearCaptions, LLC.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ClearCaptions, LLC is seeking a Sr. Customer Experience Manager to lead a team of Customer Support Supervisors and drive a world-class experience for our customers.

This remote role reports to the Director of Customer Service and emphasizes hiring, onboarding, and ongoing development to sustain high performance. The position requires strong analytical and communication skills, experience in telecom/tech environments, and the ability to manage remote teams across time zones.

Qualifications

• Minimum 7-10 years of leadership experience.
• 5-7 years of experience in customer service and/or technical support.
• Bachelor’s Degree preferred or equivalent years of direct experience leading productive teams.

Responsibilities

• Provides leadership to the Customer Support Supervisors and is accountable to the performance and results of the team.
• Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time.
• Establishes high standards for productivity, quality, customer service, and team cohesiveness.
• Provides weekly team and one-on-one coaching to Supervisors.
• Cultivates a strong departmental culture through active team member engagement.
• Provides continuous feedback and conducts performance reviews and other talent assessments for direct reports.
• Assists Supervisors with time, attendance, and scheduling of team members.
• Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations.
• Instills and promotes company values and mission through role modeling leadership and core value behaviors.
• Establishes operational objectives and work plans while delegating and developing Supervisors teammates.
• Responsible for developing strategic initiatives for customer lifecycle management improvements.
• Manages and improves department performance through monitoring productivity, problem resolution, system audits, and quality assurance measures.
• Ensure proper Supervisor oversight of calls/chats to be handled within the expected levels of service and quality.
• Works with Supervisors to calibrates representative calls to improve skill and execution.
• Conducts data analysis to identify approaches to customer support and retention.
• Provides feedback to management, marketing, and product teams focused on continuous improvement of our products and services.
• Works with business systems teams to ensure the customer relation management system is set up to collect customer sentiments and data that provides productive insights
• Ensures compliance to guidelines and directives, decisions are guided by policies, procedures, and department goals.
• Delivers on KPI’s for customer experience operations.
• Provides monthly reporting and key insight presentations to senior leadership.
• Maintains consistent professional development through company provided workshops, training, and development opportunities.
• Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
• Continually upgrade talent through timely talent management, development, succession planning and recruitment.

Skills

Leadership

Customer service

Team management

Analytical skills

Communication

Education

Bachelor’s Degree preferred

Tools

Salesforce CRM

RingCentral

InContact

MS Office

MS Teams

Job description

ClearCaptions, LLC is seeking a Sr. Customer Experience Manager to lead a team of Customer Support Supervisors and drive a world-class experience for our customers.

This remote role reports to the Director of Customer Service and emphasizes hiring, onboarding, and ongoing development to sustain high performance. The position requires strong analytical and communication skills, experience in telecom/tech environments, and the ability to manage remote teams across time zones.