Customer Experience Manager

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- 3+ years of experience managing a Customer Service/Call Center team

- Experience managing 30+ staff with a mix of onsite, hybrid, and remote work

- Experience building or transforming a call center from the ground up

- Innovative and strategic thinker

- Comfortable working onsite in Cleveland 5 days a week

Nice to Have Skills & Experience

- Experience managing international staff

Insight Global is seeking a Customer Support Manager to be onsite in Cleveland, OH. You will oversee approximately 40-50+ employees domestically and internationally.

As a Customer Support Experience Manager, your responsibilities include guiding, training, and evaluating support representatives, setting and meeting KPIs, understanding customer environment profiles, handling escalations, analyzing contact center metrics, and ensuring policy and regulatory compliance. You will also focus on proactive customer care, identifying improvement areas, implementing innovative technologies, and aligning customer interactions with company values.

Your goal is to foster a positive, productive work environment that motivates employees and maintains high service standards. The role involves some hybrid work elements based on an onsite foundation, requiring strong leadership, communication, data analysis skills, and the ability to manage multiple priorities in a fast-paced setting.

Key duties include monitoring customer interactions, resolving escalations, collaborating across departments, developing training programs, creating support documentation, and implementing customer feedback systems. You will also be involved in designing and optimizing an omnichannel contact center technology suite.

• Associate

• Full-time

• Customer Service

• Staffing and Recruiting

Referrals can double your chances of interviewing at Insight Global.

Medical insurance, Vision insurance, 401(k)

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