We are a fast-growing retail and e-commerce company specializing in mobile accessories including Power banks, EarPods, and Chargers. Delivering innovative, high-quality, and trend-forward products to consumers across multiple channels. We thrive on data to drive customer satisfaction, optimize operations, and stay ahead of industry trends.

We are seeking a highly strategic and experienced  Customer Experience Manager  to oversee all aspects of the Customer Experience team. 

Key Responsibilities:


Design and implement customer experience strategies that align with business goals and customer expectations.
Manage day-to-day customer support operations across all platforms (e-commerce, retail, social media, and third-party resellers).
Monitor and improve customer service metrics such as response time, resolution rate, NPS, and CSAT.
Develop and train customer service teams to deliver consistent and empathetic service.
Handle escalated customer issues and ensure timely, effective resolutions.
Analyze customer feedback, reviews, and surveys to identify trends, pain points, and opportunities for improvement.
Collaborate with product, sales, logistics, and marketing teams to improve the end-to-end customer journey.
Oversee returns, exchanges, and warranty claim processes, ensuring fairness and clarity
Implement CRM and support tools to streamline service operations and case tracking.
Drive loyalty by enhancing post-purchase engagement and follow-up initiatives.
Support the launch of new products or services with customer support planning and readiness.
Provide regular reports on customer experience performance and insights to management.
Champion a customer-first culture throughout the organization.


Requirements


Bachelor’s or a Master’s degree (MBA) in  Marketing, Business Communications, or a related field are highly preferred. Professional certification[s] are vital requirements.
6+ years’ experience in customer service, experience management, or support operations (preferably in consumer electronics, retail, or e-commerce).
Strong understanding of customer service metrics, tools, and technologies (e.g., Zendesk, Freshdesk, HubSpot).
Excellent communication, interpersonal, and problem-solving skills.
Ability to handle high-pressure situations and turn negative experiences into positive outcomes.
Passion for tech and consumer products with a customer-obsessed mindset.
Experience managing and scaling support teams is a plus.