Customer Experience Manager

We're Hiring:
Customer Experience Manager

Fence Builders Inc is looking for a Customer Experience Manager to lead our customer experience and inside sales operations across the Carolinas, Tennessee, and Georgia.

This is a high-impact role for someone who thrives on building strong teams, tightening up processes, and making sure every customer interaction reflects well on our brand.

• Manage, coach, and develop our CSR and Inside Sales team
• Own CSR KPIs, phone coverage, scheduling, and daily call center performance
• Monitor call quality, missed calls, response times, and customer messaging
• Step in as backfill for inbound calls and Inside Sales when needed
• Maintain scripts, templates, procedures, and training standards

• Own the customer journey from first inquiry through handoff to Sales and Operations
• Track lead response, follow-up, booking rates, and CRM activity
• Spot missed or lost opportunities and drive lead recovery
• Serve as the escalation point for customer issues, ensuring timely resolution
• Identify recurring experience gaps and coordinate fixes across teams
• Launch and manage Inside Sales efforts, including outbound follow-up and rehash opportunities
• Track conversion, revenue, appointment generation, and lead recovery performance
• Coach the team on appointment setting, objection handling, and customer conversations
• Serve as the connection point between Customer Service and Marketing on lead quality and feedback
• Manage responses across lead platforms and social inboxes, including Angi, Thumbtack, and Yelp
• Own our social media presence, responding to customer complaints, questions, and comments posted on platforms like Angi and Facebook to protect our online reputation
• Monitor response time and booking rates for paid leads from channels like Meta and LSA
• Support review generation, testimonials, project photos, and other customer-driven marketing assets
• Assist with outbound email and SMS campaigns
• Maintain a weekly Customer Experience scorecard for leadership
• Track KPIs including answer rate, missed calls, speed-to-lead, booking rate, lead recovery, Inside Sales conversion, and customer satisfaction
• Keep customer interactions and lead activity accurately documented in the CRM
• Recommend process improvements that boost responsiveness, conversion, and customer satisfaction

• Experience leading a customer service, call center, or inside sales team
• A track record of hitting KPIs and coaching a team to do the same
• Comfort working in CRM and lead management platforms
• Strong communication skills and a genuine focus on the customer experience
• Ability to work cross-functionally and drive process improvement