Customer Experience Manager

Actively Reviewing the Applications

Scaler

4–8 years

Posted 3 days ago • Apply by June 11, 2026

Job Description

Responsibilities

Manage a team of 20 Relationship Managers and team leaders.
Assist us in creating a team from the ground up, including establishing the appropriate workflow, processes, and policies.
Drive team to achieve process SLAs / metrics - productivity and quality targets.
Handle metrics like - NPS, Call Quality, AHT, CSAT, Productivity, etc.
Monitor daily process level activities to ensure policies and procedures are being followed.
Ensure the team has the resources, information, and process knowledge to deliver an effective service to our customers.
Conduct weekly/monthly feedback sessions with team members and present qualitative and quantitative data on their performance.
Identify process and product improvement-related opportunities and drive them to execution.
Collaborate with other teams within the organisation to ensure smooth operations.
Perform call audits on day to day basis and share the outcome with the team members.
Drive our most sensitive and complex escalations to resolution.
Take initiatives to deliver on any other duties as assigned from time to time by the reporting manager/Management.

Requirements

5+ years of experience in the customer experience industry, and 1 year of experience in handling people managers.
Excellent problem-solving and Analytical Skills.
Passion for creating a world-class support experience for learners.
Ability to work under pressure/fast-paced environment.
Knowledge of MS Office and CRM/Telephony tools.
Flexible to work in Rotational shifts/WOFFs.

Must-have Mindsets And Skillsets

Tolerance for ambiguity: which translates to a get-it-done rather than wait-for-perfection approach.
Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions.
Bias to own, hustle, and deliver, which translates to proactively taking the lead with new initiatives, by default.
Obsession with process excellence, which translates to being independent and detailed with all inputs and outputs.
Caring and inspirational teammate, which translates to bringing the best out of every colleague.

This job was posted by Aaliya Baxamusa from Scaler Academy.