Customer Experience Manager | Careers | Byte Orbit
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Customer Experience Manager

Byte Orbit provides innovation, design and software development services to small, medium and large businesses. Our services include custom software development, mobile development (IOS & Android), corporate websites, software solutions, outsource partnerships and innovation & digital product design consulting. We pride ourselves on being at the forefront of designing and building digital products that our clients and humans love.

 

We have a very informal and flexible company culture. We believe in giving our employees the freedom to form their own processes, and manage their work in their own way. The support environment is focussed on providing first level customer support to the end users of our client’s digital products. The Customer Experience consultants are responsible for managing escalations between various teams and service providers involved in the products. 

 

We are looking for a dynamic individual with extensive experience in the management of a technical support helpdesk. Someone who is able to manage a diverse team of individuals across a range of digital product support services, and able to drive increased productivity, performance and quality.  As the Customer Experience Manager, you will be responsible for running the CX operation at Byte Orbit. You will oversee the timely delivery of quality customer support, technical support and customer experience services to users by overseeing and improving the current processes. You will manage a team of CX consultants, and report back to Product Owners and Head of Product Delivery on recommended improvements based on user and client feedback and support patterns and volume projections.

 

You will also be required to ensure that the Support teams operate in compliance with the regulatory standards and practices applicable in the financial services sector, and you will be responsible for preparing and providing various reports to key stakeholders. The support provided is technical in nature, and requires a thorough understanding of the underlying systems used in building and servicing the products. Therefore, prior experience in technical support will be preferable.  The products being supported operate in the highly regulated Financial Services environment in South African and as a result, prior experience managing a support desk in that context is preferable. You should also have a good understanding of the relevant accreditations individuals and teams require to provide customer support  in this sector.

 

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Customer Experience Manager Skills & requirements

You'll require 3 years experience as a Help Desk / Customer Experience Manager as well as at least 6 years experience in the support or customer experience environment. You will also be required to have hands on experience with help desk tools such as Zendesk, Intercom, Freshdesk and other relevant help desk tools and software and solid technical background with an ability to communicate effectively with a non-technical audience. A relevant qualification relating to customer experience would be to your advantage as well as financial services sector support is an immediate advantage.

As the customer experience manager you will be required to gain a solid understanding of the regulatory environment and identify and manage compliance requirements for support desk teams. It is your responsibility to guide the business with regards to compliance obligations and ensure compliance expectations and objectives are met for each product.


Provide or source relevant training to ensure team members are trained appropriately and develop relevant policies and practices in conjunction with the team leads and the HR team as well as ensuring the support teams are compliant with necessary accreditations and qualifications.


 


 

You'll be working with the CX Team Leads, research, design and implement support tools and processes to optimise the current offering. You will need to ensure all existing procedures and processes are being followed as defined and address non-adherence with individuals within the team and the CX Team Leads. You will also be required to ensure all operational procedures and processes are kept up to date and ensure all training and support manuals are kept up to date.

It is your responsibility to ensure that all customer contact points are recorded and report on various attributes such as time taken to resolve a query, nature of the query customer metrics etc. You will need to oversee the preparation of all monthly reports on relevant support and customer experience statistics to internal and external stakeholders as well as monitor product analytics to suggest enhancements to the customer experience and develop regular reports on help desk team’s productivity, assist the CX Team Leads in setting meaningful metrics and measuring individual productivity.


 

As the customer experience manager it is you duty establish best practices and set standards across the technical support teams by carrying out random sampling checks for quality control and addressing any issues that arise. You will need to look for opportunities to further enhance the support offering and set specific customer service standards (SLAs) and individual KPIs. You will be monitoring feedback metrics and customer satisfaction metrics to drive service improvement. You will also be required to ensure that all support channels are monitored and that all incoming communications through In-App chat, Facebook, Twitter, direct email and website contact forms are  responded to timeously and professionally.


The customer experience manager will have to maintain relationships with all teams and service providers relevant to performing the support function across products and also ensuring all product review channels, such as App stores, are consistently monitored for negative reviews, and that such reviews are engaged with and resolved to ensure the products’ brand reputations may be protected.


 

The customer experince manager will report on projected support volumes to ensure that resourcing requirement is met. You will be required to manage recruitment with the CX Team Leads and the HR team to ensure that new staff are timeously appointed and also ensure new recruits are trained and supervised during probation period and facilitate probation reviews and performance reviews with relevant team lead


 

You will be responsible for constantly analysing customer feedback and behaviour to recommend product improvements / changes to enhance the customer experience. 


Your duty will be to assist the CX Team Leads in assessing customer feedback to help define product enhancement strategies and providing guiding leadership to the teams as they carry out the day to day operations of the Support Desks. The customer experience manager will be assisting with decision making and provide mentorship to the CX Team Leads.


 

The perfect candidate for this position needs to be collaborative adn organised, a team player with critical thinking skills and the ability to work under pressure.


The candidate also needs to be able to work independently without supervision, but also within teams, multi-skilled with varied experience and professional with the ability to communicate at all levels of the organisation. Technical and business acumen and have a natural and open leadership style