Customer Experience Manager

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Customer Experience Manager is pivotal in enhancing customer satisfaction and loyalty by overseeing the development and execution of customer-centric strategies. This role involves analyzing customer feedback, identifying pain points, and collaborating with various departments to ensure consistent, high-quality customer interactions. By utilizing data-driven insights and innovative approaches, the Customer Experience Manager aims to create seamless and engaging customer journeys, fostering long-term relationships and driving business growth. Effective communication, problem-solving skills, and a deep understanding of customer needs are essential attributes in this role.

- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer service or customer experience roles.
- Proven leadership experience, including managing and mentoring customer service teams.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Excellent verbal and written communication skills.
- Proficiency with customer service software, CRM systems, and related tools.
- Strong problem-solving and conflict-resolution skills.
- Ability to work cross-functionally and collaborate with various departments.
- Experience in developing and implementing customer service policies and procedures.
- Knowledge of industry best practices and emerging trends in customer experience.
- Ability to handle escalated customer issues with a calm and professional demeanor.
- Demonstrated experience in tracking and reporting on key performance indicators.
- Ability to design and deliver effective training programs.
- Knowledge of compliance and regulatory standards related to customer interactions.
- Strong organizational and time-management skills.
- Ability to manage multiple projects and tasks simultaneously.
- Experience in developing and managing customer loyalty programs.
- High level of attention to detail and accuracy.
- Ability to foster a customer-centric culture within a team or organization.
- Strong presentation skills and experience presenting to senior management.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

- Monitor and resolve customer service inquiries and issues through multiple channels.
- Analyze customer feedback and data to identify trends and service improvement opportunities.
- Develop and implement customer service policies, procedures, and training programs.
- Coordinate with other departments to ensure prompt and accurate resolution of customer inquiries.
- Lead and mentor a team of customer service representatives.
- Conduct regular performance reviews and provide coaching and feedback to staff.
- Design and execute strategies to enhance the overall customer experience.
- Maintain deep product and service knowledge to communicate effectively with customers.
- Track and report on key performance metrics related to customer satisfaction and response times.
- Handle escalated customer complaints and ensure satisfactory resolution.
- Develop and maintain customer service training materials and resources.
- Collaborate with marketing and product teams to provide insights on customer preferences and behaviors.
- Create and distribute customer satisfaction surveys and analyze results.
- Implement and manage customer loyalty programs.
- Ensure adherence to compliance and regulatory standards in customer interactions.
- Prepare and present reports on customer service activities and progress to senior management.
- Participate in cross-functional team meetings to advocate for customer needs and priorities.
- Stay updated on industry best practices and emerging trends in customer experience.
- Manage customer service technology tools and systems, ensuring effective utilization.
- Foster a customer-centric culture within the organization.

The ideal candidate for the role of Customer Experience Manager will possess a bachelor’s degree in Business, Marketing, Communications, or a related field, coupled with a minimum of five years of hands-on experience in customer service or customer experience roles. This individual will have demonstrated strong leadership qualities, including managing and mentoring customer service teams effectively. They will exhibit exceptional interpersonal skills and have a high level of emotional intelligence that enables them to handle escalated customer issues with calm professionalism. The ideal candidate will be analytically minded, with the ability to interpret customer feedback and data to drive meaningful service improvements. They will be detail-oriented, organized, and capable of managing multiple projects simultaneously while maintaining accuracy and attention to detail. Adaptability and flexibility are key, as is a proactive approach to problem-solving and a results-driven mindset. The individual will be highly customer-centric, with the ability to foster a similar culture within the organization. Excellent verbal and written communication skills are essential, along with proficiency in customer service software, CRM systems, and the Microsoft Office Suite (Word, Excel, PowerPoint). The ideal candidate will possess strong conflict resolution skills, innovative thinking, and a high level of empathy and patience. Strategic vision and the ability to thrive in a fast-paced environment are critical, alongside strong decision-making abilities and the capacity to provide effective training and mentoring. They will stay updated on industry best practices and emerging trends in customer experience, with a solid understanding of compliance and regulatory standards related to customer interactions. Above all, the ideal candidate will be a strong team player, with exceptional time management skills, a strong work ethic, and the ability to maintain calm under pressure while presenting a strategic vision to senior management.

- Monitor and resolve customer service inquiries and issues through various channels (phone, email, chat, social media).
- Analyze customer feedback and data to identify trends and opportunities for service improvement.
- Develop and implement customer service policies, procedures, and training programs.
- Coordinate with other departments to ensure customer inquiries are addressed promptly and accurately.
- Lead and mentor a team of customer service representatives.
- Conduct regular performance reviews and provide coaching and feedback to staff.
- Design and execute strategies to enhance the overall customer experience.
- Maintain a deep understanding of products and services to effectively communicate with customers.
- Track and report on key performance metrics related to customer satisfaction and response times.
- Handle escalated customer complaints and issues to ensure satisfactory resolution.
- Develop and maintain customer service training materials and resources.
- Collaborate with marketing and product teams to provide insights on customer preferences and behaviors.
- Create and distribute customer satisfaction surveys and analyze results.
- Implement and manage customer loyalty programs.
- Ensure adherence to compliance and regulatory standards in customer interactions.
- Prepare and present reports on customer service activities and progress to senior management.
- Participate in cross-functional team meetings to advocate for customer needs and priorities.
- Stay updated on industry best practices and emerging trends in customer experience.
- Manage customer service technology tools and systems, ensuring they are effectively utilized.
- Foster a customer-centric culture within the organization.

- Strong leadership qualities
- Exceptional interpersonal skills
- High emotional intelligence
- Analytical mindset
- Detail-oriented
- Adaptability and flexibility
- Proactive problem-solver
- Results-driven
- Excellent time management skills
- Strong work ethic
- Team-oriented
- Customer-centric mindset
- Strong conflict resolution skills
- Innovative thinking
- High level of empathy and patience
- Strategic vision
- Ability to thrive in a fast-paced environment
- Strong decision-making abilities
- Excellent training and mentoring skills
- Ability to stay calm under pressure

- Competitive salary commensurate with experience
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible working hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement program
- Employee assistance program (EAP)
- Employee wellness programs and resources
- Opportunities for career advancement and growth
- Performance-based bonuses and incentives
- Company-sponsored social and networking events
- Paid parental leave
- Life and disability insurance
- Commuter benefits and transportation subsidies
- Discounted employee rates on company products and services
- Collaborative and inclusive work environment
- Access to industry conferences and seminars
- Recognition programs and employee awards
- Supportive team culture with regular team-building activities