Sr. Customer Experience Manager (100% Remote)

About this role

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com.
The kind of people we look for:

• Versatile people who thrive on variety and challenge

• Excited about working in a fast-paced environment.

• Innate problem solvers who want to grow in a flexible, collaborative culture.

• Takes initiative, pushes boundaries, motivated to innovate.

• Individuals with a growth mindset who want to use their learning and relationship-building skills.

• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Position Summary:
The Sr. Customer Experience (CEX) Manager manages the day-to-day operations of the customer support activities, leading a team of Customer Support Supervisors to deliver a world-class customer experience. This role supports company and departmental goals by directly influencing the support of current customers, providing solutions to resolve issues, improve adoption of our services, and drive customer retention efforts.
This is a Remote/Work from Home position reporting to the Director of Customer Service.
What you will do:

• Provides leadership to the Customer Support Supervisors and is accountable to the performance and results of the team.

• Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time.

• Establishes high standards for productivity, quality, customer service, and team cohesiveness.

• Provides weekly team and one-on-one coaching to Supervisors.

• Cultivates a strong departmental culture through active team member engagement.

• Provides continuous feedback and conducts performance reviews and other talent assessments for direct reports.

• Assists Supervisors with time, attendance, and scheduling of team members.

• Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations.

• Instills and promotes company values and mission through role modeling leadership and core value behaviors.

• Establishes operational objectives and work plans while delegating and developing Supervisors teammates.

• Responsible for developing strategic initiatives for customer lifecycle management improvements.

• Manages and improves department performance through monitoring productivity, problem resolution, system audits, and quality assurance measures.

• Ensure proper Supervisor oversight of calls/chats to be handled within the expected levels of service and quality.

• Works with Supervisors to calibrates representative calls to improve skill and execution.

• Conducts data analysis to identify approaches to customer support and retention.

• Provides feedback to management, marketing, and product teams focused on continuous improvement of our products and services.

• Works with business systems teams to ensure the customer relation management system is set up to collect customer sentiments and data that provides productive insights

• Ensures compliance to guidelines and directives, decisions are guided by policies, procedures, and department goals.

• Delivers on KPI’s for customer experience operations.

• Provides monthly reporting and key insight presentations to senior leadership.

• Maintains consistent professional development through company provided workshops, training, and development opportunities.

• Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.

• Continually upgrade talent through timely talent management, development, succession planning and recruitment.

Qualifications:

• Minimum 7-10 years of leadership experience.

• 5-7 years of experience in customer service and/or technical support, preferably in a telecommunications and/or technology-based environment.

• Bachelor’s Degree preferred or equivalent years of direct experience leading productive teams.

• Minimum four-years support experience in a call center environment or proven technical ability.

• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.

• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.

• Strong analytical, planning and budgeting skills.

• Ability to influence others.

• Excellent verbal and written communication skills, presentation, and problem-solving skills.

• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.

• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.

• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.

• Willingness and…