Customer Experience Manager

The Nile is one of Australia and New Zealand's leading pure-play online bookstore, dedicated to bringing readers closer to the stories and ideas they love. We pride ourselves on offering an extensive selection of books, from bestsellers to niche genres, all delivered straight to our customers' doors from around the world.

We maintain an operations team of 40-50 people in the Philippines, which handles all of our customer support and most other backend functions. All of our employees work from home.

The Role

Lead and take ultimate responsibility for the quality and efficacy of our customer service, across all channels.

The Mission

Ensure our customer service meets and exceeds the expectations of our customers.

Role Specifics

• Train our Philippine-based agents (initial onboarding and ongoing) in how to provide customer service, following our standard operating procedures. This included initial onboarding training an...