STAGE - Manager - Customer Experience (3-5 yrs)

As a Customer Experience Manager, you will play a pivotal role in resolving customer pain points, managing support teams, and driving customer satisfaction. You will work closely with cross-functional teams to ensure customer feedback informs our product and content strategy, while fostering strong customer relationships to optimise user experience and drive success metrics.

Key responsibilities:

- Effectively resolve customer pain points through our existing support channels

- Lead and drive operational excellence for the Customer Success function at STAGE

- Own key customer success metrics - CSAT, NPS, contact rate, and others

- Be the voice of the customer - synthesise and communicate insights from customer tickets to inform product and content roadmap

- Manage in-house and third party support teams

- Foster positive relationships with customers, acting as a trusted advisor and advocate.

You Should Apply If You Have :

- Minimum 3 years of work experience in customer success or operations roles in a B2C organisation

- Exceptional amounts of empathy for customers and their pain points

- Excellent communication, interpersonal, and presentation skills

- Good problem-solving and analytical skills (knowledge of Excel/Google sheets is a must)

- Bachelor's degree in any discipline

- Deep understanding of customer relationship management (CRM) best practices