Customer Experience Manager

Role Overview

Lead and scale the customer support operation at AptDeco, overseeing CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience.

What You Will Do

Manage customer-facing teams, lead hiring efforts, assist with onboarding and training, leverage AI tools to automate CX workflows, and resolve high-priority customer concerns.

Why It Might Be a Fit

You will be a strong communicator and people leader, customer-focused, empathetic, and solutions-oriented, with a data-driven mindset and ability to identify trends and turn insights into action.

Requirements

• 5+ years of experience in customer support, customer experience, or operations management
• Experience managing customer-facing teams, including outsourced support vendors
• Strong written, verbal, organizational, and analytical skills
• Experience with customer support platforms, reporting, KPI management, and evaluating new CX technologies
• Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience