Customer Experience Manager

Job Title: Customer Experience Manager (Team Lead)

Location: Fully Remote - Candidate should be based in The Philippines

Type: Contract | Full-time hours (40 hrs/week) | Long-term role for the right fit

Working time zone: 9:00 AM to 5:00 PM - MST (USA - Mountain Standard Time)

Salary: Up to 150K PHP Pesos

About the employer:

Our client is an innovative Top 40 promotional products supplier in the USA. offering a wide range of branded everyday products and carries popular retail brands. Core values: Work Like Crazy, Care Passionately, Think Big, and Do What's Right.

The Opportunity:

Hiring a Customer Experience Manager to champion end-to-end customer experience across a high-volume, multi-channel environment (phone, email, chat). You'll lead and develop a high-performing team, own escalations, and drive operational excellence through coaching, process improvement, and performance insights—making exceptional service the standard.

Key Responsibilities:

• Lead, coach, and develop supervisors and a combined onshore/offshore customer experience team; maintain a visible leadership presence with real-time coaching.
• Own performance management and accountability against service KPIs and professional standards.
• Personally manage high-impact customer escalations with calm, empathetic, solution-focused communication.
• Analyze daily CX metrics (response times, resolution, trends) and provide actionable insights to leadership.
• Drive operational improvements: SOPs, workflow simplification, staffing/scheduling efficiency, and automation/tool uplift.
• Partner cross-functionally (e.g., Sales, IT, Marketing, Production) to deliver a consistent customer experience.
• Build structured onboarding, training, cross-training, and ongoing development to lift capability and quality.

What You'll Bring (Required):

• 5+ years in customer service/contact centre/customer experience leadership.
• Proven experience leading 20+ people in a fast-paced, multi-channel support environment.
• Strong KPI / performance analytics capability and workflow optimisation mindset.
• Confident decision-making under pressure; excellent written and verbal communication.
• Working knowledge of CRM/ERP/ticketing systems.

Nice to Have:

• Experience leading remote or offshore support teams.
• Track record improving CX through automation and/or CX technology enhancements.
• Associate/Bachelor's degree (Business, Communications, or similar).
• Exposure to promotional products industry (or similar high-volume B2B service environments).

Language:

Fluent English (reading, writing, speaking) required.

Sounds like you Make sure to apply!