Own and optimize CX tools and platforms, including ticketing systems, CRM, QA processes, and reporting dashboards.
Design and maintain scalable workflows that improve response times, resolution quality, and client satisfaction.
Identify inefficiencies and implement process improvements that reduce friction for both clients and internal teams.
Maintain documentation, SOPs, and internal knowledge base resources to support consistency and training.
Manage and coach Client Experience Support Specialists, depending on team structure and growth stage.
Set clear performance expectations tied to SLAs, CSAT, and GRR impact.
Review tickets for quality assurance and provide direct feedback and skill development.
Lead CX operational projects from planning through execution, including system implementations, workflow redesign, and cross-functional initiatives.
Own CX reporting and provide leadership with clear insights into ticket trends, performance metrics, client health indicators, and operational risks.

3 to 6 years of experience in customer support, client experience, or CX operations within a SaaS or technology environment.
Experience managing or mentoring support team members.
Strong operational mindset with experience building or improving workflows and systems.
Proficiency with tools such as Jira, HubSpot, or similar ticketing and CRM platforms.
Comfortable analyzing support data and creating actionable reports for leadership.
Strong troubleshooting and technical communication skills.
Ability to thrive in a high-growth, fast-changing environment with evolving processes and priorities.

Client Experience Operations Manager

Key skills