Customer Experience & Office Manager

Job Description

We’re seeking a strong, people-focused leader to serve as our next Customer Experience & Office Manager , overseeing customer service operations and daily office management. This role is ideal for someone who is organized, KPI-driven, and passionate about developing people while ensuring every customer receives red-carpet service.

The right candidate will bring a balance of creativity and structure — someone who can lead a team, improve processes, and create an environment that’s both efficient and engaging. You’ll play a key role in connecting departments, driving accountability, and elevating the overall customer and employee experience.

What You’ll Do

• Lead, coach, and develop a team of Customer Service Representatives (6-7), fostering a supportive, high-performing culture.
• Oversee daily office operations to ensure efficiency, organization, and consistency across all departments.
• Establish and track Key Performance Indicators (KPIs) that measure service quality, response times, and customer satisfaction.
• Conduct regular performance check-ins and quality reviews to ensure a high standard of communication and professionalism.
• Collaborate with leadership and field personnel to identify process improvements and streamline workflows.
• Serve as a go-to problem solver — addressing challenges quickly and turning feedback into actionable improvements.
• Manage systems such as Freshdesk (CRM), ServiceCore (billing), and QuickBooks to support customer and administrative functions.
• Represent the company with professionalism at meetings, training sessions, and industry events.

What You’ll Bring