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The first tool designed for workplace teams

Client Experience Manager

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About Q:

Managed by Q is the first tool designed for workplace teams. By managing their work in a single place, teams are able to keep track of their projects, be more productive, and create a better experience for their office. Managed by Q helps workplace teams minimize the chaos of running an office and maximize the impact they have on their company. Empowering the workplace team means a better day at work for everyone.

Note: Please include a cover letter. Applications without cover letters will not be considered

About the role: 

The Client Experience (CX) Manager is responsible for leading the day-to-day operations of our CX team, ensuring that our customers’ issues are resolved efficiently and fairly, delighting them at every opportunity. In this role, you’ll be responsible for developing and scaling our existing team of high-performing associates. You’ll keep the growing team organized, aligned with and accountable to company goals, focused on providing the best possible support experience for our customers.


About you: 

* You possess superior written and oral communication skills and don’t shy away from hard conversations. You have a knack for calming down frustrated customers and can deliver critical feedback with confidence and ease.

* You have an entrepreneurial spirit and an ability to think creatively when it comes to creating customer experiences that drive retention and brand loyalty.

* You’re a natural leader, even if you haven’t managed a team before. You lead by example and demonstrate a positive attitude no matter the circumstances.

* You’re an active listener, always aiming to understand the needs of our customers and the CX team.

* You believe feedback is a gift and seize any opportunity to learn more about our customers and your team, as well as the problems they face

* You’re process-oriented and data-driven.

* You’re a true coach and mentor and care deeply about your team’s professional development.

 

Responsibilities:

* Hire, train, manage, develop, and grow a team of high-performing front-line associates
* Track and drive team towards clear performance metrics, including response time SLAs and communication quality standards

* Manage and refine our quality assurance program and key performance indicators to drive quality, efficiency, and value from our support operations. Audit and provide ongoing quality coaching, support, and actionable insights to the team

* Own the on-boarding process and ongoing training for CX team members. Ensure training information and knowledge base are up to date and CX team members are aware of and fully trained on changes and updates

* Maintain user-facing knowledge base, partnering with Product Marketing to ensure information is accurate and easily understood

* Work collaboratively with CX leadership and across the organization to develop and refine key CX processes and responsibilities

* Set the team’s rotating operational schedule, including channel distribution

* Serve as the team’s point of escalation for issue resolution



Qualifications: 

* 3+ years of experience on a customer-facing team
* Prior management experience strongly preferred but not required
* Excellent written and verbal communication skills, excels at explaining information in a simple and easy to understand way
* Exceptional problem solving skills and good judgment
* Proficient in Salesforce or similar CRM
* Working knowledge of Looker or similar data analytics software a plus

Benefits/Perks:

In addition to offering world-class health benefits, 401(k) matching, parental leave, and highly competitive compensation, Managed by Q also offers a work culture of psychological safety, transparency, and continuous learning. We have an Employee Resource Group, which leads the charge on wellness and inclusion initiatives, and host an annual all-company Hack Day (not just for tech folks). Every other week, all employees get together over catered lunch to build bridges between teams, and monthly, one of MbQ's people leaders hosts a workshop for managers focused on effective leadership. 

 

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