Senior Manager of Customer Experience

As a Senior Manager of Customer Experience at Cirkul, your primary responsibilities will include setting performance goals and KPIs for your team, analyzing customer feedback for improvement opportunities, and managing the customer experience across all support channels. You'll also oversee workforce management, manage escalations, utilize data for decision-making, and collaborate with cross-functional teams to advocate for the customer.

To qualify for the Senior Manager of Customer Experience position at Cirkul, candidates should have 5+ years of experience in a customer experience leadership role, preferably within a high-growth DTC or eCommerce setting. Skills in managing large teams, a strong grasp of support tools such as Zendesk, and excellent communication abilities are essential. An analytical mindset and a bachelor's degree or equivalent experience are also important.

Cirkul actively supports employee development for the Senior Manager of Customer Experience through mentorship opportunities. You’ll be responsible for developing and mentoring leads and supervisors to cultivate future leaders within the organization. This commitment to nurturing talent fosters both personal and professional growth in an inclusive environment.

Cirkul offers an engaging and inclusive work environment for the Senior Manager of Customer Experience. You'll be part of a dynamic team that's passionate about transforming the hydration industry. The company promotes collaboration, transparency, and a culture that rewards results, all while providing great amenities within a new corporate office space.

Cirkul provides a competitive salary based on experience along with generous benefits, including a 401k match, PTO, and even insurance for your pets! You'll also enjoy employee discounts on Cirkul products and the opportunity to work in a fast-paced environment that values your contributions and growth.

In response to this question, highlight your experience in analyzing customer feedback and performance metrics. Discuss how you would set performance goals, advocate for the customer via cross-functional collaboration, and implement data-driven decisions. It's important to demonstrate how you empower your team to deliver exceptional support.

When answering this question, showcase your empathy and urgency in addressing customer issues. Explain your strategy for assessing the situation, communicating with the customer, and ensuring timely resolutions. Providing a real-life example of a successful escalation you managed can enhance your response.

To effectively answer this question, talk about your proficiency with tools like Zendesk, Salesforce, and Gorgias. Describe specific features you’ve utilized to enhance team performance and improve the customer experience. Providing examples of successful implementations can illustrate your capability.

Discuss your approach to establishing clear expectations and performance metrics while promoting open communication. Highlight how you encourage feedback and celebrate team successes. Sharing a story of how you’ve successfully cultivated a positive team culture will add weight to your answer.

Emphasize the importance of data-driven decision-making in your role. Share your experience in collecting and analyzing performance metrics and customer feedback, and demonstrate your ability to translate those insights into actionable improvements. Give examples of specific data analyses you’ve conducted in past roles.

Highlight your strategies for managing multi-channel support effectively, such as establishing consistent training programs for your team and leveraging technology for cohesive communication. Discuss your experience in optimizing workflows to ensure customers receive uniformly high-quality service.

In your response, mention qualities such as empathy, strong communication skills, and the ability to lead and inspire teams. Discuss how these qualities contribute to building trust with both your team and customers, and enhance overall service effectiveness.

Share a specific example of feedback you received that led to significant changes or improvements in service or policy. Explain how you gathered, analyzed, and presented this feedback for implementation. Showing the impact of that change will strengthen your answer.

Detail your mentoring approach, including how you tailor your support to individual team members' goals. Discuss regular check-ins, performance assessments, and providing opportunities for growth through training and professional development activities.

Identify potential challenges like managing a high-volume of inquiries or balancing multiple customer support channels. Discuss your proactive strategies for addressing these challenges, such as using analytics for foresight, adjusting staffing as needed, and continuously optimizing team performance.