Customer Service Representative Experience Manager (Remote)

Role Overview

We are seeking a strategic, customer-focused, and operations-driven Customer Service Representative Experience Manager to lead and optimize the end-to-end experience of our remote Customer Service team. This role is responsible for improving employee engagement, operational efficiency, training effectiveness, and performance consistency across a distributed support organization.

The Customer Service Representative (CSR) Experience Manager will serve as a bridge between Customer Support Operations, People Operations, and Leadership to ensure frontline representatives are empowered, supported, and equipped to deliver exceptional customer service experiences.

This position is ideal for someone with strong people leadership skills, process improvement expertise, customer service operations knowledge, and a passion for enhancing both employee experience (EX) and customer experience (CX) in a remote-first environment.

Key Responsibilities Team Experience & Engagement

- Design and implement programs that enhance the experience of remote Customer Service Representatives
- Support onboarding, training, engagement, and retention initiatives for support staff
- Partner with leadership to improve morale, team communication, and recognition programs
- Monitor team feedback and engagement metrics to identify improvement opportunities

Customer Support Operations

- Collaborate with Customer Support leadership to optimize workflows, ticket management systems, and service processes
- Analyze KPIs such as CSAT, NPS, response time, resolution time, and quality assurance scores
- Identify trends impacting service quality and recommend data-driven improvements
- Ensure operational alignment across shifts and global time zones

Training & Performance Development

- Support onboarding programs and continuous learning initiatives for CSRs
- Help maintain training documentation, SOPs, and knowledge base resources
- Coordinate coaching and performance improvement initiatives
- Work with QA teams to ensure consistent service standards

Process Optimization & Project Management

- Evaluate support processes to increase efficiency and scalability
- Identify workflow bottlenecks and implement structured improvements
- Support implementation of new tools, CRM systems, or customer service platforms
- Track and report on operational effectiveness and program outcomes

Cross-Functional Collaboration

- Partner with People Operations, HR, and Leadership to align CSR experience with company culture
- Coordinate communication between frontline representatives and leadership
- Support workforce planning and scheduling coordination when needed
- Act as a voice for Customer Service Representatives in strategic discussions

Required Qualifications

- Experience in customer service operations, support management, or employee experience roles
- Strong understanding of customer support KPIs and performance metrics
- Excellent organizational and project management skills
- Exceptional written and verbal communication skills
- Experience supporting remote or distributed teams
- Ability to manage multiple priorities in a fast-paced environment
- Data-driven mindset with strong analytical abilities

Preferred Qualifications

- Experience in SaaS, e-commerce, technology, or high-volume support environments
- Familiarity with CRM platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom)
- Experience in training, coaching, or performance management
- Background in employee engagement or culture initiatives
- Knowledge of workforce management tools and ticketing systems

Work Environment & Additional Information

- Fully remote role with standard full-time expectations
- May require coordination across multiple time zones
- Opportunity to influence both customer experience and employee experience strategy
- Responsibilities may evolve based on business needs and organizational growth

We are an equal opportunity employer and consider all qualified applicants without regard to legally protected characteristics. Reasonable accommodations are available upon request.