Manager, Customer Experience - Audicus

THE ROLE

We are seeking a motivated Customer Experience Manager to join our dynamic team at Audicus. You will be at the forefront of shaping the post-sale customer journey, ensuring our customers receive a world-class experience. In this role, you will lead a team dedicated to customer onboarding, working cross-functionally with Sales, Operations, and Marketing to optimize every aspect of the customer experience. If you're passionate about driving customer success and enjoy working at the intersection of customer experience and operations, this role is for you.

RESPONSIBILITIES

• Lead and Manage the Onboarding Team: Supervise and coordinate the daily operations of onboarding agents, ensuring every customer has a seamless, high-quality onboarding experience.
• Team Development: Provide coaching, mentorship, and performance feedback to help agents meet and exceed their targets. Foster a positive, growth-oriented team culture.
• Process Optimization: Identify areas for improvement in the current onboarding processes, implementing strategies to boost efficiency, communication, and overall customer satisfaction.
• Performance Tracking & Reporting: Monitor and report on daily, weekly, and monthly team performance. Utilize data to drive decision-making, identify trends, and implement improvements.
• Cross-Functional Collaboration: Partner with Sales, Audiology, and the broader Customer Experience (CX) team to ensure cohesive and consistent communication throughout the customer trial period.
• Customer Success Strategy: Develop and implement strategies to enhance the customer experience, improve trial success rates, and streamline the onboarding process.

WHAT WE ARE LOOKING FOR

• Experience: 4-6 years of experience in a customer-facing or customer service role, with expertise in handling inquiries and providing resolutions via phone.
• Team Leadership: 2+ years of experience in managing a team, with a track record of coaching, mentoring, and leading a team to meet performance goals.
• Data-Driven: Strong ability to use data to track performance, identify trends, and develop actionable insights that drive team and customer success.
• Adaptability: Comfort working in a fast-paced, high-growth environment, with a focus on managing change and driving continuous improvement.
• Results-Oriented: Proven ability to foster a customer-centric culture while achieving measurable outcomes.

SALARY RANGE: $80-90K/year (final compensation depends on experience and location)

BENEFITS: Medical, Dental, Vision Insurance (Aetna), 401K, Flexible PTO policy, Commuter Benefits, Additional Wellness Perks, Paid Parental Leave Policy