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Customer Experience Manager
Full-time
About The Role
A media client is looking for a Customer Experience Associate Manager to optimize multi-channel support operations and ensure world-class service to digital subscription customers. The ideal candidate has 3-4 years of operational experience with expertise in intelligent automation.
Contract Duration: 9 months through the end of the year. Hybrid with 3 days a week in offices in Englewood Cliffs, New Jersey.
Requirements
3+ years of experience training and managing customer support agents in a digital business
Proven ability to help teams and individuals prioritize tasks in a dynamic environment
1-2 years experience working with assistant/chatbot tools, including content design and conversational flow building
Excellent written and verbal communication skills
Analytical mindset with attention to detail and a bias toward action
Curious and adaptable, with a willingness to explore and test new technologies
Passionate about solving customer problems and improving CX operations
Preferred
Experience in a digital subscription or membership-based business
Familiarity with Kustomer or similar support platforms
Experience using Piano, Braintree, or similar billing/payment systems
Previous experience managing offshore support teams
