Customer Experience Manager

Onsite Expectations

This role follows a hybrid work arrangement. The expected onsite schedule is:

Onsite for the first 90 days.

About the role

Point is seeking a Customer Experience Manager to drive critical alignment with our sales organization and ensure our support initiatives directly support our broader business goals by leading and coaching a high-performing support team that delivers empathetic, high-quality customer interactions. In this role, you will be a pivotal leader during a period of significant organizational change, guiding your team through transitions with operational discipline, a focus on scalable growth, and a strong appetite for transformative leadership. You will bridge frontline execution with leadership by delivering structured training and actionable feedback to elevate individual and team performance, leveraging your proven experience in building teams to scale and delivering key organizational objectives. By fostering team engagement and maintaining productivity, you will protect both our customers and the business while helping to shape a more integrated and resilient support structure.

Your responsibilities

• Lead and transform the support organization with a sharp focus on driving sales outcomes, operational excellence, and high-quality, empathetic customer interactions.
• Scale support capabilities by designing and delivering strategic training and onboarding initiatives that align directly with business expansion and long-term sales objectives.
• Analyze complex performance data and interaction trends to identify and execute opportunities that enhance customer experience, improve retention, and drive revenue growth.
• Navigate periods of significant organizational change by managing high-risk customer situations to mitigate risk, protect business interests, and maintain critical trust.
• Champion operational discipline by partnering with cross-functional teams to identify and execute process improvements that support rapid, scalable business growth.
• Ensure rigorous standards of quality and performance consistency across all support channels and BPO partnerships, ensuring all initiatives are inextricably linked to organizational business goals.
• Transform team strategy by tracking and reporting on key metrics that bridge support performance with broader business KPIs, utilizing data-driven insights to guide organizational evolution.
• Act as a change agent, leading the team through transitions by facilitating alignment sessions that ensure all support strategies remain laser-focused on achieving business objectives.
• Optimize the resilience and performance of the organization by identifying staffing and management trends that impact growth, taking decisive, transformative action to build a world-class support structure.

About you

• 5+ years in a sales, customer facing support or service management role
• 3+ years of experience coaching, mentoring or managing team members
• High level of proficiency in Google Workspace (Docs, Sheets, Slides)
• High level of proficiency in Salesforce or other CRM platforms
• Strong written and verbal communication skills
• Demonstrated empathy, confidence, and effective problem-solving skills

Skills

• Strong organizational and leadership skills
• Visionary Leadership & Strategic Influence
• Change Management & Organizational Agility
• Data-Driven Decision Making & Performance Optimization
• Adaptive Coaching & Talent Development
• Cross-Functional Collaboration & Stakeholder Management

Competencies

• Strategic Customer Experience Leadership
• Transformational Coaching & Capability Development
• Change Leadership & Organizational Resilience
• Scalable Operations & Process Transformation
• Cross-Functional Strategic Alignment

Nice to have

• Experience working with vendor-managed teams
• Experience in a fast-growing or operationally complex environment
• Background in training, L&D, or QA programs