Manager, CX Technical

Summary

Join 1Password as the Manager, CX Technical and help achieve ongoing customer service initiatives. You will train team members in best practices, evaluate and improve customer service workflows, and coach team members. This remote UK-based role requires overseeing a team of CX Representatives, ensuring exceptional customer experiences. Weekend availability may be needed. The position involves strategic partnership, team leadership, problem-solving, metric tracking, and collaboration across departments to enhance customer experience.

Requirements

• Minimum of 7 years of related experience
• Proven experience in supporting best in class customer support teams and processes
• Strong leadership and team management skills, with the ability to motivate, coach, and develop a high-performing team
• Experience in talent management, with a focus on identifying and developing potential leaders within the organization
• Demonstrated stakeholder management skills, with the ability to collaborate effectively with individuals at all levels within the organization
• Strong communication and interpersonal skills

Responsibilities

• Partner with the Sr Manager, CX Service to create Customer Experience's Service strategy and objectives, based on the results of the needs analysis and best practices
• Ensure the alignment of CX Service objectives with the department's strategic goals
• Lead a team of Customer Experience Representatives, ensuring the effective functioning and coordination of the department's initiatives and guides execution
• Review quality assurance reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Develop and mentor new and existing team members ensuring team members are trained in best practices and delivering superior customer service
• Provide the team with up to date Information related to products, services, procedures, customer needs and company-related issues, changes, and actions, empowering them to deliver exceptional customer experiences
• Handle escalated issues from customers or internal teams in a collaborative win-win approach
• Works with Director, CX Technical to establish CX Technical metrics and processes to measure KPIs (e.g. first response time, time to resolution etc. )
• Regularly evaluate and improve the effectiveness of customer service workflows to continuously improve the customer experience process
• Motivates and drives team performance; Ensures team achieves established goals
• Collaborate with stakeholders across CX and other departments for the purposes of enhancing customer experience strategy and goals
• Communicate and present results and recommendations
• Partner with Director to understand SLA parameters and oversee day to day activities of team to ensure SLAs are achieved

Preferred Qualifications

1-2 years people management experience

Benefits

• Maternity and parental leave top-up programs
• Wellness spending allowance
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Company equity for all full-time employees
• Retirement matching program
• Training budget, 1Password University access, and learning sessions
• Free 1Password account (and friends and family discount!)
• Paid volunteer days
• Employee-led DEIB programs and ERGs and ECGs
• Fully remote environment
• Peer-to-peer recognition through Bonusly