Customer Service & Experience Lead

Customer Service & Experience Lead

Overview

Mano is seeking an experienced Customer Service & Experience Lead to drive customer experience strategy, quality assurance, and continuous improvement across all service channels. The role focuses on improving customer satisfaction, loyalty, and service quality while providing strategic direction to the Customer Service Supervisor.

Responsibilities

• Develop and implement customer experience strategies that improve satisfaction, reduce churn, and build brand loyalty.
• Analyse customer feedback, complaints, and escalations to identify recurring issues and recommend solutions.
• Audit the customer app experience, document usability issues, and track improvements resulting from customer feedback.
• Establish quality assurance frameworks, communication standards, scoring rubrics, and compliance benchmarks.
• Monitor key performance indicators, including CSAT, NPS, FCR, response times, quality scores, and escalation rates.
• Prepare performance reports and present actionable insights to senior management.
• Manage high-priority escalations and provide strategic guidance to the Customer Service Supervisor.
• Review training programmes, identify team skill gaps, and promote a customer-centric culture.
• Lead the evaluation and implementation of support tools, automation, and AI-assisted capabilities.
• Improve workflows and ensure compliance with company policies and applicable regulations.

Requirements

• Bachelor’s degree in a relevant field.
• 7+ years of experience in customer service, customer experience, or quality assurance, with progression into strategic responsibilities.
• 3+ years in a leadership or oversight role.
• Experience in e-commerce, retail, or marketplace environments.
• Strong analytical skills and ability to turn data into actionable strategies.
• Familiarity with Zendesk, Freshworks, or similar CRM/helpdesk platforms.
• Excellent written and verbal communication skills.
• High ownership mentality and ability to work independently at a senior level.