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Customer Service
SD Customer Experience Manager
@AireSpring
[Hiring] SD Customer Experience Manager @AireSpring
Mar 25, 2025 - AireSpring is hiring a remote SD Customer Experience Manager. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
The SD Customer Experience Manager is a customer support professional who handles complex, urgent, or high-profile customer issues that require special attention and resolution, acting as a bridge for our customers to ensure timely and effective solutions are delivered. This position will lead the Customer Experience team by leveraging your critical thinking skills, organizational prowess, and vast experience handling escalated issues.
- Identify, prioritize, and resolve escalated customer issues that cannot be handled by a Customer Experience Specialist or Supervisor.
- Act as the primary point of contact during critical customer situations and escalations, managing communications with customers, internal teams, and potentially executive stakeholders.
- Analyze the root causes and trends of escalations to identify systemic issues and implement preventative measures or improvements.
- Provide feedback and recommendations to improve overall customer support processes, enhancing customer satisfaction and retention.
- Coordinate with various departments to ensure timely and effective solutions, potentially involving multiple teams and stakeholders.
- Maintain detailed records of escalations, including resolutions, communication logs, and trends.
- Prepare reports and dashboards to track escalation trends, identify areas for improvement, and measure the effectiveness of escalation management processes.
- Be a subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation settings with customers and cross-functional teams.
- Have a strong understanding of the AireSpring product set and services to assist the customer in decision making and strategy for deployment.
- Regular interaction with different teams within Service Delivery and AireSpring as well as the customer’s technical teams will be required to assist customers with questions/issues should they arise.
- Independently manage difficult scenarios in a professional manner.
- Multi-tasking, quick decision making, and strong customer-centric mindset are essential to success in this position.
- Familiarity with the multiple AireSpring department escalation paths and ability to utilize them for assistance to ensure the customer experience remains positive.
Qualifications
- BA or BS degree desired.
- Minimum of three (3) years’ management experience required.
- Minimum of five (5) years project management of voice, data and/or internet industry experience required.
- Any equivalent combination of education and experience, with additional experience substituting for the required college level training or a year for year basis.
Requirements
- Basic computer, keyboard, and mouse utilization, including various software applications, internal order database management systems, high-level of MS Word and MS Excel.
- Fundamental working understanding of voice, data, and internet customer application requirements.
- Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change.
- Trained in product and/or project management best practices, procedures, and tools.
- Demonstrated analytical and problem-solving ability for issue resolution.
- Must be comfortable working in an accountable environment.
- Highly organized, must be able to handle multiple tasks with speed and accuracy.
- Must be capable of prioritizing activities and scheduling to obtain effective results.
- Excellent customer and vendor relationship management skills.
- Ability to work independently.
- Must possess strong time management skills.
- Demonstrate analytical capabilities with attention to detail.
- Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment.
- Must have a strong work ethic.
Benefits
- Computer literate, including word-processing, database, and spreadsheet programs.
- Excellent customer service skills and a customer-centric approach.
- Strong written and verbal communication skills as well as presentation skills, including the ability to communicate technical information clearly to both technical and non-technical audiences.
- Exceptional analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues.
- Strong interpersonal skills, including the ability to build rapport with customers and internal stakeholders.
- A good understanding of the company's products or services, and the ability to understand and communicate technical issues.
- Must have 3-5 years Telecom Project Management experience - PMP a plus.
- Demonstrated success in building project timelines and meeting customer and company deadlines.
- Demonstrated ability to facilitate team meetings as well as monitor, track and communicate to resolve issues and conflicts with regards to deliverables.
- Proven ability to work effectively both independently and as part of a team and lead by example.
- Exceptional organizational skills, detail oriented, and comfortable working with diverse customers.
- Considerable (minimum 5 years) expertise in creating specialized process improvement initiatives.
- Demonstrated ability to lead team members to expand their capabilities as well as document processes and procedures.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
