Home-Based Customer Experience Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The DCX Home-Based Client Experience Manager will work as a full-time employee for a growing business based in the United States. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by our client. The daily tasks will vary so it will be necessary to be very flexible in this position. Other necessary characteristics of the job include having a strong attention to detail, the ability to work well with co-workers, and a desire to learn new work skills. REQUIRED CORE COMPETENCIES Strong communication skills and a passion for customer service Strong desire to go above and beyond to ensure client satisfaction Ability to professionally communicate via phone, email, and in person Ability to determine urgency in required situations and act accordingly Willing to learn new skills WHAT YOU WILL DO Leadership & Team Management Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives. Hold team members accountable for performance, adherence to KPIs, and professional conduct. Build a culture of ownership, collaboration, and continuous improvement. Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment with SnugZ values. Performance Management & Reporting Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks. Produce and deliver daily, weekly, and monthly performance reports to leadership. Make quick, data-driven decisions to maintain service level consistency and customer satisfaction. Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics. Operational Excellence Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes. Drive the department toward automation and improved tools that enhance speed and accuracy. Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up. Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences. Training & Development Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program. Execute training materials and collaborate with SME on performance improvement plans that reinforce SnugZ brand standards and service quality. Ensure all team members understand product updates, process changes, and technology tools critical to success. Problem Solving & Continuous Improvement Proactively identify process bottlenecks or inefficiencies and implement effective solutions. Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership. Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability. WHAT WE LOOK FOR Experience: 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role. Leadership: Demonstrated success managing teams of 20+ employees in a fast-paced, multi-channel support environment. Technical Skills: Proficient with CRM, ERP, and ticketing systems Communication: Exceptional written and verbal communication; able to inspire, coach, and drive accountability. Analytical: Strong understanding of KPIs, performance analytics, and workflow optimization. Decision-Making: Skilled at making informed, time-sensitive operational decisions. Experience leading offshore or remote customer support teams. Familiarity with brand experience philosophy and promotional product industry standards. Associate or Bachelor’s degree in Business, Communications, or related field. Demonstrated success implementing process automation or CX technology improvements. WHAT WE OFFER Salary Range: Php 55,000 - Php 65,000 Industry: Promotional Products Job Type: Full-time Work Shift: 8:00 AM - 5:00 PM CST (USA) Workdays : Monday through Friday (USA) BENEFITS OF WORKING WITH US Industry-leading salary packages Permanent work-from-home setup Company equipment provided Internet stipends upon regularization HMO Coverage PTO credits and service incentive leaves Major spring and winter company live events Monthly employee appreciation virtual events Company-provided career skills training courses A company culture focused on your personal and professional growth WHO WE ARE DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!