Customer Experience Manager

About the role

Burq, Inc. is seeking a Customer Experience Manager to lead its customer support department. You will be responsible for ensuring high‑quality service, handling escalations, and shaping support policies as the company scales its delivery network.

Key responsibilities

• Manage day‑to‑day functions of the customer support department.
• Respond to escalated customer support issues.
• Implement processes to enhance customer satisfaction.
• Formulate and revise support policies and promote their adoption.
• Inform the team about new product information, procedures, and trends.
• Assess support statistics and prepare detailed reports.
• Interview, hire, and onboard new employees.
• Oversee and evaluate ongoing training efforts.
• Conduct performance evaluations and follow disciplinary procedures as needed.

Required profile

• Proven experience as a customer support/experience manager, preferably in a similar environment.
• Experience managing a customer support team.
• Thorough knowledge of consumer protection legislation.
• Strong oral, written, and interpersonal abilities.
• Well‑developed arbitration skills with impartiality.
• Ability to multitask with precision and accept constructive criticism.
• Alignment with company values.

What we offer

• Competitive salary.
• Medical benefits.
• Educational courses.
• Generous time off.