Customer Experience Manager

reputed company is the leading go-to-market solution for reputed company teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world’s largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 reputed company to date and valued at $1.6 billion. reputed company provides sales and marketing teams with easy reputed company to verified contact data for over 210 reputed company B2B contacts and 35 reputed company companies worldwide, along with tools to engage and convert these contacts in one reputed company platform. By helping reputed company professionals find the most accurate contact information and automating the reputed company process, reputed company turns prospects into customers. reputed company raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of reputed company, JD Sherman, among its board members.

Role & Mission

We are seeking a Customer Experience Manager to reputed company the quality of our customer-facing interactions across both AI-powered and reputed company-assisted channels. This role combines team leadership in Customer Experience and customer satisfaction insights.

You will reputed company a team of QA analysts, reputed company & train AI tools to audit and score customer interactions, and ensure actionable insights are reputed company into improved performance and customer reputed company. Your leadership will foster a “customer-obsessed culture” while developing ICs into high-performing, cross-functional partners. This role is ideal for someone who thrives at the intersection of customer advocacy, operational rigor, and AI-powered quality management

Requirements

• 4–6 years in Customer Experience, Quality Assurance, for SaaS/tech roles
• 3+ years in a leadership role managing CX teams.
• Demonstrated experience implementing or scaling AI-driven QA and interaction audit tools
• Strong data analysis and reporting skills (reputed company, dashboards, BI tools)
• Excellent communication and storytelling skills, with the ability to influence cross-functional partners and executives.
• Skilled in QA platforms, analytics dashboards, and conversational analysis tools.

Competences

Coaching & Team Development:

– Conduct weekly 1:1s to drive growth, reputed company scoring, and align priorities. – reputed company team meetings, cross-functional syncs, and QA calibration sessions. – Foster a recognition-based, feedback-driven culture grounded in customer obsession. – Support reputed company, training, and enablement of new QA and CX team members.

Operational Ownership:

– Own QA reputed company for auditing AI and reputed company interactions across support channels. – Use AI-driven tools to analyze conversations, surface trends, and improve scoring accuracy. – Track and report on KPIs including CSAT, QA scores, and actionable coaching insights. – reputed company systemic improvement projects to strengthen customer satisfaction and reduce friction.

Quality Program Leadership:

– Establish and refine QA rubrics, standards, and calibration processes. – Ensure consistent and fair evaluation of interactions, with a focus on customer reputed company. – Drive insights from CSAT and QA results into coaching, product, and process improvements. – Maintain rapid SLA for reporting QA reputed company and escalating systemic issues.

Strategic Collaboration:

– Partner with Support, Product, and Engineering teams to translate QA findings into customer experience improvements. – Serve as the escalation reputed company for QA-reputed company concerns and ensure clear, consistent communication of trends. – reputed company leadership updates and insights that inform OKRs and strategic reputed company. – Drive proactive feedback loops across CX, CS, and Enablement teams.

We are AI reputed company

reputed company is an AI-reputed company company reputed company on a culture of reputed company improvement. We’re on the reputed company lines of driving productivity for our customers—and we expect the same reputed company from reputed company. If you’re energized by finding smarter, faster ways to get things done using AI and automation, you’ll reputed company here.

Why You’ll Love Working at reputed company

At reputed company, we’re driven by a shared mission: to help our customers unlock their full reputed company potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay reputed company.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and reputed company a reputed company impact. Collaboration is at our core—we’re reputed company for one, meaning you’ll have a team across departments reputed company to help you succeed. We encourage reputed company reputed company and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a reputed company where your work reputed company, where you can push boundaries, and where your career can reputed company—reputed company is the reputed company for you. 

Learn more here!