Senior Customer Experience Manager

🌎 About UsAt TeamSnap, we believe when the world connects through sports; the world becomes better. TeamSnap is a sports and communication platform dedicated to taking the work out of play in youth sports. We also believe our jobs should excite us, our teammates should support us and our bosses should inspire us. We empower our people to bring big ideas and tiny egos, landing us on Outside Magazine’s list of “Best Places to Work" and Built In’s “100 Best Remote-First Places to Work."
TeamSnap is looking for a Senior Customer Experience Manager. In this role, you’ll be focused in three distinct areas: people management, operations management, and enablement. You’ll be leading a team of agents and our near-shore BPO, supporting multiple channels and customer segments, and directly accountable for coaching the team to meet our service and quality standards. Working closely with the Director of CX, you will support day to day operations of the support team. This role will collaborate closely with cross-functional teams (product, sales) to successfully support growth and ensure release readiness of new products and features.

What You'll Do:

• Oversee day to day operations, monitoring business performance and agent productivity.
• Review daily and weekly performance reports, including service level, customer happiness scores, and agent performance; addressing any gaps in a timely manner and with an appropriate level of urgency.
• Participate in short-term planning and risk mitigation activities in capacity planning and scheduling.
• Collaborate with cross-functional teams (product, sales) on providing CX insights and mitigating risks during product and feature releases, building enablement for our teams as you go.
• In collaboration with Director, owning change management and advocating for new processes, products, and workflows with the CX team to ensure adoption.
• Diving deep into our current processes and systems to identify opportunities for optimization
• Participate in talent reviews and development support, including performance coaching, providing regular feedback, development planning, and progressive disciplinary actions.

What Will Set You Up for Success:

• Previous experience leading a CX team in a remote environment
• Solid knowledge of contact center metrics and operations (you understand how service level and handle time work together)
• Ability to lead and supervise through change in a high-growth organization
• Strong problem solving skills and the ability to think analytically while working at a fast pace
• A passion for innovation and constantly trying new things - and the ability to back up your hunches with metrics.

Bonus Points:

• You’ve worked at a high-growth organization and are comfortable navigating uncharted territories (and creating the right guidance/processes for next time)
• Experience in a tiered support environment, with internal and external (BPO) agents

Got cold feet? If you’re thinking you don’t meet 100% of the above qualifications, you should still seriously consider applying. We’re all humans with special talents that go beyond what’s listed here.
CompensationWe’re committed to equitable compensation for all TeamSnappers. The minimum starting point for this role is $75,000, inclusive of base and bonus, with comp updated based on multiple factors. Our comp is highly competitive in our space and we adjust overall comp based on relevant experience, skills, certifications, and geographic location.
🖥 LocationTeamSnap is a fully remote company, so you need to be very comfortable working with people who aren’t in the same time zone as you. We are always expanding, but there is a small list of states we do not hire in, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Hampshire, New Mexico, Rhode Island, and South Dakota, and while we love all parts of the world, we can only hire permanent US residents at this time.
🚀 Opportunities to GrowAt TeamSnap, we work hard to provide a culture of trust, accountability, inclusivity, and boundless opportunities to grow, along with the chance to make a lasting impact and have some fun while doing it.
🎩 Total Rewards • We're proud to be remote-first. We've been remote since 2009, long before COVID made it cool• Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)• 100% premium coverage of medical/dental/vision for you and your family• 401K to help you invest for the future• $1,500 annual learning and development stipend • Travel to fun locations for all-company meetings and team events• Generous home office allowance to set yo