Join JoyRide and help us deliver an excellent customer support experience.
We are looking for a Customer Experience Manager to oversee our Customer Support team, improve day-to-day operations, develop our supervisors, and ensure customers receive timely, consistent, and high-quality support. This role works closely with different departments to improve processes, resolve operational issues, and enhance the overall customer experience.
Key Responsibilities
Customer Support Operations
- Oversee the daily operations of the Customer Support team through Support Supervisors.
- Monitor team performance and ensure service levels and operational goals are achieved.
- Review and improve support processes, workflows, and standard operating procedures.
- Identify operational gaps and recommend practical solutions to improve efficiency and customer satisfaction.
Customer Experience & Quality
- Ensure customer communications are accurate, professional, and aligned with company standards
- Develop, review and continuously update customer support spiels, templates, FAQs, and knowledge base articles.
- Monitor the quality of customer interactions and provide coaching and guidance to supervisors.
- Help maintain consistent service quality across all customer support channels.
Performance Monitoring & Reporting
- Monitor key performance metrics such as response time, resolution time, customer satisfaction, quality scores, and escalations.
- Prepare regular reports and recommend action plans based on performance trends and customer feedback.
- Use data to identify opportunities for continuous improvement.
Escalation Management
- Handle complex customer concerns and high-priority escalations.
- Investigate recurring issues and work with relevant teams to implement long-term solutions.
Cross-Functional Collaboration
- Work closely with Product, Operations, Marketing, Engineering, Driver Management, and other teams to improve the customer experience.
- Ensure the Support team is promptly informed on new policies, product features, and operational changes.
People Development
- Coach, mentor, and develop Customer Support Supervisors.
- Build a culture of accountability, teamwork, and continuous improvement.
- Identify training needs and support the professional development of the team.
Qualifications
- Bachelor's degree in Business, Communications, Management or a related field.
- At least 5 years of experience in Customer Support, Customer Service, or Customer Operations.
- At least 2 years of experience in a managerial role leading supervisors, team leaders, or similar leadership positions.
- Experience managing customer support operations and improving processes.
- Strong leadership, communication, coaching, and problem-solving skills.
- Experience monitoring KPIs and preparing operational reports.
- Proficient in Microsoft Excel or Google Sheets.
- Experience using CRM or customer support platforms is an advantage.
