Digital Customer Experience Manager

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and workingbetter together.

Join Eco Online and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with Eco Online. Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences.

Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed. This role will be instrumental in shaping and delivering that vision.

• Customer Experience & Channel Transformation

  • Lead the implementation and optimisation of chat and digital support channels.
  • Introduce AI-enabled capabilities that improve customer self-service and routing experiences.
  • Identify opportunities to improve customer journeys across digital touchpoints.

• Customer Feedback & Insight

  • Design and deploy CSAT surveys and feedback mechanisms across support channels.
  • Analyse customer feedback and channel performance data to identify improvement opportunities.
  • Measure and report on customer satisfaction, adoption and experience trends.

• Continuous Improvement

  • Own the day-to-day optimisation of digital channels and self-service experiences.
  • Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes.
  • Use data-driven insights to prioritise enhancements and measure success.

• Stakeholder Management

  • Partner with Support Operations, IT, Business Applications, Product and Customer Success teams.
  • Coordinate delivery activities across multiple stakeholders and suppliers.
  • Provide regular progress updates and recommendations to Support leadership.

• Technology & Tools

  • Support administration and optimisation of digital customer engagement tools.
  • Ensure effective integration between support platforms and customer experience technologies.
  • Contribute to technology selection, testing and implementation activities where required.

• 3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role.
• Experience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment.
• Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives.
• Degree level qualification preferred, or equivalent practical experience.
• Managerial Skills
  • Strong stakeholder management and influencing skills.
  • Ability to lead initiatives through collaboration…