New Manager, Customer Care - APAC

Key Qualities:

• Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies
• Data and impact led, using metrics and root cause analysis to drive measurable improvements
• A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences

Job Responsibilities:

• Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution
• Set clear goals and provide structured feedback to foster high performance and continuous development
• Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency

Customer Experience Program Management:

• Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer
• Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes