Position Overview

As the Manager of Customer Experience, you will oversee a team of Customer Experience Representatives (CXRs) and Senior CXRs, developing their skills and ensuring their performance aligns with the company strategy. You will help improve processes, create efficiencies, and coordinate across departments to provide quick and consistent resolution of customer issues.

Key Responsibilities

• Maintain the optimal functioning of the Customer Experience Tech Stack, including HubSpot Service Hub.
• Motivate the team to consistently hit targets and metrics.
• Ensure sufficient technical platform and troubleshooting knowledge for all representatives, including those located abroad.
• Support the migration and onboarding process for new enterprise customers.
• Identify improvement opportunities and collaborate with Product, Product Marketing, and Engineering.
• Own prioritization of tickets, projects, and tasks t...