Customer Experience Manager
Leads regional enterprise customer support operations, managing team performance, escalations, staffing, and continuous improvement. Requires 8+ years in customer support or experience, including 4+ years managing high-volume teams, plus strong Zendesk administration and technical troubleshooting skills.
About the job
Responsibilities
- Run day-to-day regional support delivery, including queue and coverage management, triage, handoffs, escalations, and performance against First Response Time, Resolution Time, QA, and customer satisfaction.
- Set individual performance expectations, coach team members using QA results, and implement documented performance plans when necessary.
- Own enterprise escalations end to end, including severity assessment, customer communications, resolution, and actionable engineering bug reports.
- Partner with Product, Engineering, and Go-to-Market teams to turn recurring escalations into product and process improvements.
- Participate in the on-call rotation for customer-impacting incidents and coordinate response and customer communications.
- Drive adoption of AI tools for triage, drafting, deflection, and quality assurance.
- Compare regional performance, share best practices, and propose globally applicable support practices.
- Forecast coverage and staffing needs against support volume.
- Hire, onboard, and develop support team members.
Requirements
- 8+ years of experience in customer support or customer experience.
- 4+ years managing teams in a high-volume environment serving enterprise customers.
- Demonstrated ability to improve support operations and deliver significant performance gains.
- Ownership of support metrics including First Response Time, Time to Resolution, customer satisfaction, QA, backlog, and deflection.
- Experience building reporting and diagnosing drivers of support performance.
- Ability to manage enterprise escalations, reproduce issues, read error logs, and troubleshoot API, authentication, and AI output-quality issues.
- Ability to independently implement process improvements and delegate appropriately.
- Production experience using AI tools in support workflows.
- Admin-level proficiency with Zendesk or an equivalent support platform, including views, triggers, macros, and routing logic.
Tools and Technologies
- Zendesk
- Salesforce
- Omni
- Snowflake
- APIs
- Authentication systems
- AI tools
Skills
Customer Support, Customer Experience, Zendesk, Salesforce, Omni, Snowflake, AI Tools, Api Troubleshooting, Authentication, Error Logs, Support Analytics, Incident Response
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