Job Description

Job Title: CX Support Manager

Role Overview
The CX Support Manager leads customer experience support operations and ensures consistent, high-quality service delivery across channels. The role is responsible for team management, CX performance governance, stakeholder management, and continuous improvement aligned with business objectives.
Key Responsibilities
Lead and manage CX support teams to deliver high-quality customer service across all channels

Define and oversee CX support strategies, operating models, and service frameworks

Own service performance management, including SLAs, KPIs, CSAT, NPS, and escalation handling

Act as the key point of contact for senior stakeholders regarding CX support performance and issues

Drive root-cause analysis of major customer issues and implement sustainable improvements

Collaborate with IT, Digital, Product, and...

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Business Consulting - CX Support Manager

Job Description

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