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Blockskye · 20 hours ago

Manager, Customer Experience

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

Blockskye is transforming corporate travel and entertainment with next-generation blockchain-powered booking and payment solutions. The Manager, Customer Experience role involves overseeing Customer Care teams, ensuring team performance and client satisfaction while fostering a collaborative team culture.

BlockchainFinancial ServicesService IndustrySoftware

Responsibilities

Lead a dispersed team of Customer Care Representatives, providing daily oversight, coaching and support in managing client escalations and case resolution workflows

Establish clear performance goals, conduct regular check-ins, and support growth through mentorship, feedback and training

Manage team capacity and coverage to support fluctuating case volumes, disruption events and global timezones - ensuring consistent service levels

Foster a culture of collaboration, empathy and accountability, aligning team efforts with service-level targets and client expectations

Own service delivery across multiple client accounts, balancing SLAs, escalation priorities and client expectations in a fast-paced and high touch environment

Act as a point of escalation for complex or sensitive service issues, ensuring timely, thorough, and empathetic resolution

Ensure consistent ownership of customer issues from intake to resolution, with proactive communication across all parties

Review open case queues regularly to ensure aging cases are progressing and documented appropriately

Engage offshore teams as required for additional research and issue follow through to completion

Utilize creative problem-solving and outside of the box solution strategies to minimize payouts, supporting overall company financial goals

Build and leverage supplier relationships to resolve customer issues in a timely manner with a satisfactory outcome

Drive a customer-first culture by monitoring case feedback, identifying trends and implementing service recovery strategies

Identify and present key case trends to clients, partnering cross-functionally to drive resolution through process improvements, training updates, or client communication and traveler education

Partner with internal teams and clients to clarify needs, expectations, and satisfaction benchmarks

Conduct root cause analysis of frequent escalations and recommend upstream process or training improvements

Maintain operational visibility by overseeing ticketing dashboards and reports - identifying bottlenecks, and ensuring proper categorization and documentation of case categories

Analyze case trends to identify gaps in tools, workflows, or knowledge and work with stakeholders to resolve them

Collaborate with the Quality, Training and Agency Operations teams to align resolution workflows with broader service standards and operational goals

Support reporting efforts including SLA metrics, resolution trends, team performance summaries, and client reporting deliverables

Qualification

Corporate travel operationsGDS functionalityTeam leadershipSalesforceGoogle WorkspaceMicrosoft OfficeProblem-solvingConflict resolutionCommunication skills