Remote Customer Experience Manager

Placements24; Durban; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Full remote work arrangement

Home office stipend

Health, dental, and vision insurance

Generous paid time off

Professional development opportunities

Collaborative virtual team environment

Job summary

Placements24 in Durban-based, international travel tech company is seeking a proactive Remote Customer Experience Manager to shape and deliver exceptional customer experiences across all digital touchpoints. This role is remote-first, with the ideal base around Durban, KwaZulu-Natal, and requires independent work and virtual collaboration to support a global customer base.

You will design CX strategies, lead a distributed team of support specialists, and partner with product and marketing to

Job description

About the Role

Our client, a rapidly growing international travel technology company, is seeking a proactive and experienced Remote Customer Experience Manager to join their fully remote team. This position, based ideally in or around **Durban, KwaZulu-Natal**, but operating entirely online, will be responsible for shaping and delivering exceptional customer experiences across all digital touchpoints. You will champion customer-centricity, develop strategies to enhance customer satisfaction and loyalty, and manage a distributed team of customer support specialists. This role requires a deep understanding of customer relationship management, excellent communication skills, and the ability to thrive in a remote-first work environment. You will be a key player in ensuring our client's global customer base receives outstanding support, contributing directly to the company's growth and reputation. This role is specifically designed for individuals who excel in independent work and virtual collaboration.

Key Responsibilities

• Design, implement, and continuously improve customer experience strategies and processes across multiple channels (email, chat, phone, social media).
• Lead, coach, and manage a remote team of customer support representatives, setting performance goals and ensuring high service levels.
• Analyze customer feedback and data (NPS, CSAT, churn rates) to identify trends, pain points, and areas for improvement.
• Develop and maintain comprehensive knowledge base articles, FAQs, and self-service resources.
• Collaborate with product and marketing teams to advocate for customer needs and inform product development roadmaps.
• Manage escalations and resolve complex customer issues with a focus on customer retention and satisfaction.
• Develop and deliver training programs for the customer support team on product knowledge, service standards, and communication skills.
• Monitor key performance indicators (KPIs) for customer experience and provide regular reports to senior management.
• Foster a culture of exceptional customer service throughout the organization, regardless of physical location.

Requirements

• Minimum of 5 years of experience in customer experience, customer success, or customer support management, with a strong preference for remote team leadership.
• Proven track record of developing and implementing successful customer experience strategies.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer support platforms (e.g., Zendesk, Intercom).
• Excellent analytical, problem-solving, and decision-making skills.
• Outstanding written and verbal communication and interpersonal skills, comfortable in a virtual environment.
• Ability to work independently, manage time effectively, and maintain motivation in a remote setting.
• Experience in the travel or technology industry is highly desirable.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Must have a reliable internet connection and a dedicated home office setup conducive to remote work.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Full remote work arrangement, offering flexibility and work-life balance.
• Home office stipend to set up your workspace.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional development, including online courses and virtual conferences.
• A collaborative and supportive virtual team environment.
• Contribution to a growing international company with a strong focus on customer satisfaction.