Customer Experience Manager

Location: New York

# Customer Experience Manager Open to members of the REAL Success community

Remote

Full-time Community members onlyREAL Success Network is looking for an experienced, qualified Customer Experience Manager to lead our whole customer-support operation — people, systems, standards and cross-department improvements.

Share Linked In Facebook Whats App EmailREAL Success Network is looking for an experienced and appropriately qualified Customer Experience Manager to lead our complete customer-support operation.

This is not simply a ticket-supervision role. The Customer Experience Manager will own the people, systems, standards and cross-department improvements required to ensure that every customer feels heard, supported, empowered and appreciated.

We are looking within our community for someone who understands the REAL Success customer journey and shares our commitment to creating an exceptional experience.## The role

You will be accountable for:
* General customer support
* Customer Experience personnel
* Freshdesk operations
* Refunds and product swaps
* Payment disputes and chargebacks
* AI and automation
* Escalations* Knowledge management
* Voice-of-the-Customer reporting
* Cross-department problem resolution
* Customer-experience performance
* Continuous improvement

You will manage the Customer Support Agents and the Refunds, Swaps and Disputes Specialist.## Key responsibilities### Leadership
* Recruit, onboard, train and manage Customer Experience personnel.
* Establish clear responsibilities and decision-making authority.
* Manage workloads, schedules and live-event support.
* Coach the team and review performance.
* Create a culture of ownership, empathy and accountability.
* Protect team wellbeing during high-volume periods.### Quality and escalations
* Define the REAL Success customer-service standard.
* Review the accuracy, quality and tone of customer communication.
* Monitor escalations, reopened tickets and unresolved cases.
* Handle serious, sensitive and high-risk complaints.
* Ensure customers are not passed unnecessarily between departments.### Systems and automation
* Own the effective use of Freshdesk.
* Oversee the website support form and ticket-routing process.
* Improve connections between Freshdesk, the Customer Hub and operational queues.
* Develop appropriate AI-assisted workflows.
* Ensure automation improves speed without removing human judgement.
* Work with Technology on system and data-quality issues.### Policies and controls
* Own refund, product-swap and dispute procedures.
* Establish approval limits and escalation rules.
* Review exceptional refunds and swap reversals.
* Prevent duplicate refund and chargeback payments.
* Ensure financial outcomes reach the correct reporting processes.
* Maintain documented and auditable procedures.### Voice of the Customer
* Produce regular Voice-of-the-Customer reporting.
* Identify recurring problems by product, event and speaker.
* Use customer evidence to influence product and operational decisions.
* Recommend improvements to sales pages, events, communications and fulfilment.
* Track whether agreed improvements are implemented.### Cross-department coordination
* Hold regular meetings with Speaker Management.
* Raise speaker promises and fulfilment failures with supporting evidence.
* Work with Marketing on misleading or confusing claims.
* Work with Production on event-delivery problems.
* Work with Finance on refunds, disputes and adjustments.
* Work with Technology on systems and automation.
* Escalate systemic risks to leadership.## Essential education

Applicants must have a bachelor's degree or higher, or a recognised equivalent higher-education or senior professional qualification.

Relevant disciplines include business management, customer experience, marketing, communications, psychology, human resources, hospitality management, operations management, organisational development, or a closely related discipline.

A postgraduate qualification or recognised certification in management, customer experience, service leadership or business operations would be an advantage. Evidence of qualifications will be required.## Essential experience

You must:
* Be an existing member of, or participant in, the REAL Success community.
* Have experience managing customer support or customer experience.
* Have experience leading and developing a team.
* Understand ticketing systems, support workflows and escalations.
* Combine empathy with sound commercial judgement.
* Be comfortable overseeing refunds, disputes and…