Customer Experience Manager

Job Description

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in leading customer experience initiatives, driving process improvements, and turning customer insights into meaningful business actions. Working closely with cross-functional teams, you will help enhance customer satisfaction, optimize support operations, implement automation and CX tools, and ensure the voice of the customer is reflected in key business decisions.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don’t meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Lead the function when it counts

• Deputise for the CX Lead, running the function with confidence and independence
• Make sound judgement calls, bringing solutions rather than problems
• Keep the team and wider business informed proactively

Insights & reporting

• Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews
• Own and deliver monthly CX reports with clear, actionable recommendations
• Monitor sentiment and provide early warning signals for product, process, or reputation issues
• Keep pace with industry trends, performing regular competitor benchmarking to ensure that we stay ahead and best of class in terms of CX. CX projects & automation
• Lead projects to improve tools and workflows — automation pilots, macros, FAQ refreshes — from brief to delivery
• Own the rollout of new CX tools including testing, documentation, and embedding with the team
• Keep FAQs, help content, and macros clear, accurate, and up to date
• Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers
• Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated Customer logistics comms
• Own customer-facing comms when stock or logistics impact CX — out of stock updates, backorders, replacements
• Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations

Cross-functional collaboration

• Share customer insight with other departments to drive improvements and engagement
• Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience
• Champion the voice of the customer in cross-functional planning and reviews
• Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment

What you’ll bring

• 4–6 years in a customer experience role, with meaningful time in a scaling DTC or ecommerce business where processes were being built rather than inherited
• Proven ability to lead a function independently as a deputy or senior individual contributor
• Excellent written communication skills, with the ability to adapt tone across different platforms and audiences
• Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk
• Skilled at turning customer insights into clear, well-contextualised reports with actionable recommendations
• Strong organisational skills, able to manage multiple projects without losing quality
• Analytical mindset with the ability to track and interpret CX metrics including CSAT, response time, sentiment, and review volume
• Experience working with outsourced CX partners or BPOs
• Experience engaging customers on review platforms
• Experience implementing automation and AI tooling

Mindset & approach

• Customer-obsessed, with a genuine passion for building trust and advocacy
• Proactive and ownership-driven — closes the loop without being asked
• Comfortable making judgement calls independently in a lean, fast-moving team
• Detail-oriented but able to see the bigger picture and connect insights across channels
• Clear and timely communicator — keeps the right people informed
• Excited about sustainability and motivated by our mission

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family’s peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you’ll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location: Work from home – Please note that you will need to visit our BGC office to pick up your equipment

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

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