Client Experience Manager

Job Description

About Q:

Managed by Q is the workplace management platform. We help the world’s leading companies create a better workplace experience for their teams by providing the first software built specifically for office professionals, support from dedicated workplace experts, and access to vetted commercial service providers.

Managed by Q was founded in 2014 with a vision of changing how we interact with our workspaces. Today, our team helps thousands of companies nationwide operate their offices and create an environment that inspires their teams’ best work. Empowering others and building diverse and inclusive teams are core to Managed by Q’s mission. We are committed to creating good jobs, helping small businesses grow, and enabling companies to focus on what they do best. Managed by Q is headquartered in New York, with offices in San Francisco, Los Angeles, Chicago, and Boston. Managed by Q is backed by the We Company, after successfully being acquired in 2019. If you have a love of learning, are drawn to hard problems, and want to spread opportunity within your community, we’d love to meet you.

Note: Please include a cover letter. Applications without cover letters will not be considered

About the role:

The Client Experience (CX) Manager is responsible for leading the day-to-day operations of our CX team, ensuring that our customers’ issues are resolved efficiently and fairly, delighting them at every opportunity. In this role, you’ll be responsible for developing and scaling our existing team of high-performing associates. You’ll keep the growing team organized, aligned with and accountable to company goals, focused on providing the best possible support experience for our customers.

About you:

• You possess superior written and oral communication skills and don’t shy away from hard conversations. You have a knack for calming down frustrated customers and can deliver critical feedback with confidence and ease.
• You have an entrepreneurial spirit and an ability to think creatively when it comes to creating customer experiences that drive retention and brand loyalty.
• You’re a natural leader, even if you haven’t managed a team before. You lead by example and demonstrate a positive attitude no matter the circumstances.
• You’re an active listener, always aiming to understand the needs of our customers and the CX team.
• You believe feedback is a gift and seize any opportunity to learn more about our customers and your team, as well as the problems they face
• You’re process-oriented and data-driven.
• You’re a true coach and mentor and care deeply about your team’s professional development.

Responsibilities:

• Hire, train, manage, develop, and grow a team of high-performing front-line associates
• Track and drive team towards clear performance metrics, including response time SLAs and communication quality standards
• Manage and refine our quality assurance program and key performance indicators to drive quality, efficiency, and value from our support operations. Audit and provide ongoing quality coaching, support, and actionable insights to the team
• Own the on-boarding process and ongoing training for CX team members. Ensure training information and knowledge base are up to date and CX team members are aware of and fully trained on changes and updates
• Maintain user-facing knowledge base, partnering with Product Marketing to ensure information is accurate and easily understood
• Work collaboratively with CX leadership and across the organization to develop and refine key CX processes and responsibilities
• Set the team’s rotating operational schedule, including channel distribution
• Serve as the team’s point of escalation for issue resolution

Qualifications:

• 3+ years of experience on a customer-facing team
• Prior management experience strongly preferred but not required
• Excellent written and verbal communication skills, excels at explaining information in a simple and easy to understand way
• Exceptional problem solving skills and good judgment
• Proficient in Salesforce or similar CRM
• Working knowledge of Looker or similar data analytics software a plus

Benefits/Perks:

In addition to offering world-class health benefits, 401(k) matching, parental leave, and highly competitive compensation, Managed by Q also offers a work culture of psychological safety, transparency, and continuous learning. We have an Employee Resource Group, which leads the charge on wellness and inclusion initiatives, and host an annual all-company Hack Day (not just for tech folks). Every other week, all 165 employees get together over catered lunch to build bridges between teams, and monthly, one of MbQ's people leaders hosts a workshop for managers focused on effective leadership. As the newest member of the We Company, Managed by Q looks forward to expanding our perks even further.