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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