Customer Experience Manager

Full Job Description

Responsible for managing the customer journey from initial contact through post-move follow-up. Ensures service quality, resolves escalated issues, handles damage claims, and implements feedback systems. Collaborates with sales and operations teams to enhance satisfaction and drive repeat business.

Job Responsibilities

Oversee the end-to-end customer journey, from first contact to post-move follow-up

Ensure consistent, high-quality service throughout the moving process

Respond to and resolve escalated customer concerns and complaints

Manage and process damage claims in a timely and professional manner

Gather and analyze customer feedback to identify areas for improvement

Collaborate with sales and operations teams to align service delivery with customer expectations

Implement strategies to enhance overall customer satisfaction and retention

Track and report on customer experience metrics and trends

Job Requirements

Proven experience in customer service or customer experience management, preferably in the moving or logistics industry

Strong problem-solving and conflict-resolution skills

Excellent verbal and written communication abilities

Experience handling damage claims or similar customer-facing issues

Ability to manage multiple tasks and prioritize in a fast-paced environment

Proficiency with CRM systems and customer feedback tools

Strong interpersonal skills and a customer-focused mindset

High level of organization and attention to detail

Bilingual (English/Spanish) preferred but not required

Bachelor’s degree in business, communications, or a related field is a plus

Skills Required

• Customer Service - Expert

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