Job Title: CX Support Manager
Role Overview
The CX Support Manager leads customer experience support operations and ensures consistent, high-quality service delivery across channels. The role is responsible for team management, CX performance governance, stakeholder management, and continuous improvement aligned with business objectives.
Key Responsibilities
- Lead and manage CX support teams to deliver high-quality customer service across all channels
- Define and oversee CX support strategies, operating models, and service frameworks
- Own service performance management, including SLAs, KPIs, CSAT, NPS, and escalation handling
- Act as the key point of contact for senior stakeholders regarding CX support performance and issues
- Drive root-cause analysis of major customer issues and implement sustainable improvements
- Collaborate with IT, Digital, Product, and Operations teams to enhance customer journeys and support processes
- Establish and maintain CX governance, policies, and standard operating procedures
- Manage incident escalation, crisis handling, and customer communication during service disruptions
- Coach, develop, and performance-manage CX support team members
- Prepare executive-level reports and insights on CX performance, risks, and improvement roadmap
Qualifications & Skills
- Bachelor’s or Master’s degree in Business, Management, Marketing, IT, or related fields
- 7–12 years of experience in customer experience, service operations, or customer support roles
- Proven experience managing teams and complex stakeholder environments
- Strong leadership, communication, and decision-making skills
- Solid understanding of CX frameworks, customer journey management, and service design
- Experience with CRM platforms, ticketing systems, and CX analytics tools
- Ability to manage escalations and operate under pressure
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
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