Monroe Consulting Group is assisting a client in looking for a seasoned Customer Experience Manager. My client is a B2B SaaS company focusing on digitizing businesses. This role is based in Jakarta, Indonesia.
Responsibilities:
- Supervise training to ensure and maintain high CSAT.
- Optimize processes and resourcing, ensure servicing is timely.
- Tracking and categorizing issues to easily highlight overall customer experience using the product.
- Create a framework to provide great experience to customers, suited to their business.
Requirements:
- 5+ years of experience in customer support or customer experience roles.
- 2+ years in a managerial role, handling up to 15-20 people.
- Preferably previous experience in e-commerce/B2B SaaS companies.
