Customer Experience Manager Jobs

About the Job

Named as one of the 10 most innovative consumer electronics companies by Fast Company, Vestaboard is a smart messaging display that combines both the visual and auditory senses to offer focused, high-visibility messaging that brings people together and creates more inspiring environments.

We are seeking a highly motivated leader to manage our team responsible for exceeding customer expectations through daily support and engagement. You will be responsible for leading a team of customer experience representatives, setting performance goals, and ensuring timely resolution of customer issues.

The Customer Experience Manager is integral to building great relationships with our customers to strengthen the Vestaboard brand, grow our business, and provide unparalleled support. You will be responsible for managing and delegating support issues through email, phone, chat and video.

As a customer experience expert, you will be the first-line support for our customers while also managing and mentoring the rest of the team.

Responsibilities

• Identify customer support trends that could be prevented if fixed, and work with product and engineering teams to appropriately prioritize correcting the issue.
• Develop and implement customer support processes, policies, and procedures to enhance team efficiency and improve the overall customer experience.
• Act as the primary point of contact for escalated customer issues, taking ownership and driving them to successful resolution.
• Collaborate cross-functionally with product development, sales, and logistics teams to address customer needs, provide feedback, and contribute to product roadmap discussions.
• Oversee the day-to-day operations of the customer experience team, including managing ticket queues, prioritizing tasks, and ensuring timely and accurate resolution of customer issues.
• Learn and become an expert on Vestaboard’s software and hardware.
• Monitor customer satisfaction metrics, analyze trends, and identify areas for improvement to enhance customer success and loyalty.
• Lead and manage a team of customer experience representatives, providing guidance, coaching, and mentoring to ensure high performance and professional growth.
• Build and manage internal reporting dashboards for real-time visibility on key KPIs such as time until first touch and time to activate post-delivery.
• Own the ongoing maintenance and evolution of our Customer Help Center by tracking and converting frequently asked questions into new content.

Requirements

• 3+ years of experience in customer success, customer support, or a related role, preferably in a hardware or software business.
• Outgoing, friendly, compassionate personality.
• Proficiency in using customer support software and CRM systems like Hubspot and Shopify.
• A proactive and positive attitude, with the ability to thrive in a dynamic and evolving startup environment with competing priorities.
• Excellent interpersonal, communication, active listening and problem-solving skills.
• Experience in leading and managing a team, with a focus on driving results, fostering collaboration, and promoting professional development.
• Familiarity with hardware and software products, and ability to quickly understand technical concepts like mobile applications and APIs.
• Bachelor’s degree (or equivalent experience).
• Customer-obsessed mindset and a passion for delivering exceptional customer experiences.