2,043 Customer Experience Managers jobs in the United Kingdom
Platform Manager (CX)
Chertsey, South East
Cheil United Kingdom
Posted 4 days ago
Job Viewed
Job Description
We are looking for a CX Platform Manager to join us here at Cheil UK on a secondment contract (12-months) with Samsung .
The role would be based between the Samsung EU HQ offices in Chertsey and the Cheil London offices. This role requires a minimum of 3 days per week in the office , split between Samsung and Cheil (eg, 2 days in the Chertsey office, 1 day in London and 2 days at home).
This opportunity would be perfect for someone with a background in digital/technical project management , preferably from a creative agency or consultancy. People skills and team collaboration are also super important in this position. Please note this is a mid level position, suitable with someone with 3-5 years of relevant experience.
Why Join Our Team?
This exciting role is part of a team that shapes the overall experience customers receive
when they buy and use a product or service from Samsung. Based in the Customer
Engagement team, this role is an integral part of the wider CX (Customer Experience)
Team.
As a Platform Executive, you will be responsible for maintaining and supporting platforms
and technology across CX. You will deliver support to teams both internally within Samsung
and across our key service delivery and customer support partners. You will work at the
intersection of technology and people, driving change that improves efficiency,
streamlines processes, and maximizes the value of new systems and technologies.
Your key responsibilities
- Coordinate existing platforms portfolio within CX while understanding wider business platform developments
- Maintain key vendor relationships to drive performance against the delivery plan with clear definition of key performance indicators and shared measures of success
- Coordinate change initiatives by overseeing technology-related change projects from initiation to completion, ensuring that new systems, tools, and processes are effectively embraced across teams, ensuring seamless transitions with minimal disruption
- Collaborate with key stakeholders, including senior leadership, IT teams, and business units, to understand the scope of technology change and address any concerns or challenges
- Issue and incident management of platforms within the department; efficiently troubleshoot with vendors and report on root cause, resolution, and improvement actions
- Identify, document, and maintain business continuity plans for the platforms within the department
- Capture, document, and analyse business requirements to translate into proposed solutions for sign-off, with an aim to deliver continuous improvement across all platforms
- Govern and operate digital development tools that support collaborative working across internal and external teams (e.g. JIRA and Confluence)
What we need for this role
- At least 3-5 years of relevant experience working in a technical Digital/Technology role
- Experience of working with SaaS (Software as a Service) platforms such as Sprinklr, Qualtrics, Salesforce, Verint
- Analytical skills to assess the impact of changes and gather actionable insights
- Attention to detail to support the planning and execution of change initiatives
- A passion for technology, innovation, and delivering extraordinary customer experience
- Adaptability and problem-solving skills to respond to unforeseen challenges
- Ability to work with teams in an adaptable and collaborative way and across different functional areas of the organization
- A strong communicator both written and verbal
- Able to explain sophisticated and often complicated changes tailored to the audience
- Can establish trust and influence that can change ideas and attitudes
- Organised approach to tasks and the ability to work at pace on multiple initiatives
- Be prepared to challenge the status quo and ask questions
- Prioritise the human interaction and experience in driving improvements
- Ability to collaborate with teams and vendor resources to deliver change
What does success look like?
- Stable portfolio of platforms and technology partners with strong delivery against SLAs
- Timely delivery of technology initiatives with minimal disruption to operations
- Positive feedback from stakeholders on the implementation of changes
- Clear improvements in customer experience metrics such as reduced customer effort, increased customer satisfaction, cost savings across deployments, and quality of deployment
- Effective use of data and insights to drive decisions and influence the platforms and technology roadmap
- Demonstrable improvements in team collaboration
- Alignment of technology initiatives with the broader business strategy and customer experience goals in mind
This advertiser has chosen not to accept applicants from your region.
0
Platform Manager (CX)
Chertsey, South East
Cheil United Kingdom
Posted today
Job Viewed
Job Description
Job Description
We are looking for a CX Platform Manager to join us here at Cheil UK on a secondment contract (12-months) with Samsung .
The role would be based between the Samsung EU HQ offices in Chertsey and the Cheil London offices. This role requires a minimum of 3 days per week in the office , split between Samsung and Cheil (eg, 2 days in the Chertsey office, 1 day in London and 2 days at home).
This opportunity would be perfect for someone with a background in digital/technical project management , preferably from a creative agency or consultancy. People skills and team collaboration are also super important in this position. Please note this is a mid level position, suitable with someone with 3-5 years of relevant experience.
Why Join Our Team?
This exciting role is part of a team that shapes the overall experience customers receive
when they buy and use a product or service from Samsung. Based in the Customer
Engagement team, this role is an integral part of the wider CX (Customer Experience)
Team.
As a Platform Executive, you will be responsible for maintaining and supporting platforms
and technology across CX. You will deliver support to teams both internally within Samsung
and across our key service delivery and customer support partners. You will work at the
intersection of technology and people, driving change that improves efficiency,
streamlines processes, and maximizes the value of new systems and technologies.
Your key responsibilities
- Coordinate existing platforms portfolio within CX while understanding wider business platform developments
- Maintain key vendor relationships to drive performance against the delivery plan with clear definition of key performance indicators and shared measures of success
- Coordinate change initiatives by overseeing technology-related change projects from initiation to completion, ensuring that new systems, tools, and processes are effectively embraced across teams, ensuring seamless transitions with minimal disruption
- Collaborate with key stakeholders, including senior leadership, IT teams, and business units, to understand the scope of technology change and address any concerns or challenges
- Issue and incident management of platforms within the department; efficiently troubleshoot with vendors and report on root cause, resolution, and improvement actions
- Identify, document, and maintain business continuity plans for the platforms within the department
- Capture, document, and analyse business requirements to translate into proposed solutions for sign-off, with an aim to deliver continuous improvement across all platforms
- Govern and operate digital development tools that support collaborative working across internal and external teams (e.g. JIRA and Confluence)
What we need for this role
- At least 3-5 years of relevant experience working in a technical Digital/Technology role
- Experience of working with SaaS (Software as a Service) platforms such as Sprinklr, Qualtrics, Salesforce, Verint
- Analytical skills to assess the impact of changes and gather actionable insights
- Attention to detail to support the planning and execution of change initiatives
- A passion for technology, innovation, and delivering extraordinary customer experience
- Adaptability and problem-solving skills to respond to unforeseen challenges
- Ability to work with teams in an adaptable and collaborative way and across different functional areas of the organization
- A strong communicator both written and verbal
- Able to explain sophisticated and often complicated changes tailored to the audience
- Can establish trust and influence that can change ideas and attitudes
- Organised approach to tasks and the ability to work at pace on multiple initiatives
- Be prepared to challenge the status quo and ask questions
- Prioritise the human interaction and experience in driving improvements
- Ability to collaborate with teams and vendor resources to deliver change
What does success look like?
- Stable portfolio of platforms and technology partners with strong delivery against SLAs
- Timely delivery of technology initiatives with minimal disruption to operations
- Positive feedback from stakeholders on the implementation of changes
- Clear improvements in customer experience metrics such as reduced customer effort, increased customer satisfaction, cost savings across deployments, and quality of deployment
- Effective use of data and insights to drive decisions and influence the platforms and technology roadmap
- Demonstrable improvements in team collaboration
- Alignment of technology initiatives with the broader business strategy and customer experience goals in mind
This advertiser has chosen not to accept applicants from your region.
1
CX Lead / Customer Experience Manager
London, London
Pod Talent
Posted today
Job Viewed
Job Description
CX Lead / Customer Experience Manager Locatio: London Bridge (Hybrid, 3 days per week) Salary: Up to £40,000 with strong growth potential Start Date: ASAP or within 1 month A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement. What you’ll be doing at CX Lead / Customer Experience Manager - Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven. Analyse customer feedback and highlight trends, turning insights into actionable improvements Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts Support smooth communication with operations around stock, delivery, and service updates Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions Opportunity to grow a future CX team or lead external BPO partners as the function expands Experience required for the position of CX Lead / Customer Experience Manager - 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk) Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV to .
This advertiser has chosen not to accept applicants from your region.
2
CX Lead / Customer Experience Manager
Greater London, London
Pod Talent
Posted today
Job Viewed
Job Description
CX Lead / Customer Experience Manager
Locatio: London Bridge (Hybrid, 3 days per week)
Salary: Up to £40,000 with strong growth potential
Start Date: ASAP or within 1 month
A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.
What you’ll be doing at CX Lead / Customer Experience Manager -
- Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
- Analyse customer feedback and highlight trends, turning insights into actionable improvements
- Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
- Support smooth communication with operations around stock, delivery, and service updates
- Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
- Opportunity to grow a future CX team or lead external BPO partners as the function expands
Experience required for the position of CX Lead / Customer Experience Manager -
- 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
- Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
- Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
- Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end
If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV to .
This advertiser has chosen not to accept applicants from your region.
3
CX Lead / Customer Experience Manager
Greater London, London
Pod Talent
Posted today
Job Viewed
Job Description
Job Description
CX Lead / Customer Experience Manager
Locatio: London Bridge (Hybrid, 3 days per week)
Salary: Up to £40,000 with strong growth potential
Start Date: ASAP or within 1 month
A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.
What you’ll be doing at CX Lead / Customer Experience Manager -
- Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
- Analyse customer feedback and highlight trends, turning insights into actionable improvements
- Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
- Support smooth communication with operations around stock, delivery, and service updates
- Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
- Opportunity to grow a future CX team or lead external BPO partners as the function expands
Experience required for the position of CX Lead / Customer Experience Manager -
- 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
- Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
- Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
- Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end
If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV to .
This advertiser has chosen not to accept applicants from your region.
4
Manager, CX Compliance Learning
Coinbase
Posted 1 day ago
Job Viewed
Job Description
Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
CX Compliance Operations is responsible for delivering high quality Transaction Monitoring (TMS), Enhanced Due Diligence, Screening, and Complaints Investigations, which is a critical component of Coinbase's financial crimes & regulatory compliance programme; aimed at deterring illicit activity on our platform, protecting against exploitation by criminals, complying fully with our legal and regulatory obligations, and ensuring effective outcomes for our customers.
As a Cx Operations, Compliance L&D Manager, you will lead a Pod of subject matter experts, and functional specialists to manage the end to end resource management, and execution of the design, development, delivery and deployment of a Compliance workstream(s).
You will contribute to strategy design, and overall team effectiveness to enable L&D to mature into an industry leading learning and development function that enables performance outcomes.
Your Pod's programme, curriculum, and content enable Operations to scale via effective New to Queue (onboarding) training, and successfully implement Compliance Programme's regulatory, technology, and quality improvement roadmap via Existing to Queue (cross-skilling).
You will be the primary point of contact for the day to day management of your Pod. You will define, and own your KPIs and Key Results, define, and schedule resources, own training delivery quality, and advise cross functional teams on how an effective learning programme should operate.
You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Compliance, Legal and Quality Assurance.
You must be an experienced learning operations manager, with exposure to Compliance and/or Complaints investigations, and have previous experience in building, and leading a large, high impact training team that can deliver learning excellence via a range of different learning modalities
This role is ideal for someone who is passionate about learning, and influencing the performance of Operation's teams, thrives on enabling others, is a clear communicator, and can lead a team in a highly dynamic environment.
*What you'll be doing (ie. job duties):*
* Build and lead a high-performing compliance pod
* Elevate the pod's strong foundations to deliver learning excellence; including highly interactive, judgement and decision making scenarios
* Own your pod's book of work, and lead cross-functional collaboration to manage capacity, expectations, and rapidly address root causes to drops in standards.
* Work with operations, and data analytics to understand operational health, and deliver learning interventions to support improved operational performance
* Support the development, and maintenance of the L&D's future strategy.
* Champion clarity, calm, and trust in a fast paced environment to lead, and support your team in meeting the needs of the business.-becoming a credible, authoritative voice on Coinbase's support experiences.
* Team Leadership
* Manage, coach and develop a team of Compliance and Complaints trainers
* Provide structure, scheduling inputs and work with cross functional team to optimise the training delivery schedule
* Represent your pod at cross functional forums, and own KPIs to evidence team performance.
* Training Delivery - oversee:
* The delivery of comprehensive, and interactive training sessions covering procedures, investigation requirements, and risk based decisions.
* Onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
* High standards in training delivery for consistent knowledge transfer.
* The expansion of Coinbase's training Sandbox to test and validate agent's proficiency against new procedures or case types
* Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
* Curriculum Development:
* Collaborate with cross functional teams and enable your team to
* Design and development role based training materials and modules tailored to Compliance investigations
* Lead the the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
* Ensure training content aligns with regulatory requirements and internal policies.
* Address and remediate training gaps identified through QC/QA processes.
* Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
* Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
* Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
* Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)
*What we look for in you (ie. job requirements):*
* 5+ years of L&D and Operations people management experience, including building new teams through effective organisational design.
* Ability to analyze complex, and large amounts of data to inform effective case outcomes.
* Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
* Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
* A passion for learning, and evidence of driving performance improvement both for individuals and in the 'classroom'
* Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
* Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
* Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
* Clear written and verbal communication
* Deep understanding of AI + human support workflows.
* Comfortable being "on point" for high-stakes, real-time events and shaping the narrative under pressure.
* Crypto-curious and aligned with our mission of increasing economic freedom.
*Nice to haves:*
* Knowledge of crypto currency, and blockchain analytics tools.
Position ID: P73604
#LI-Remote
*Pay Transparency Notice: *The target annual salary for this position can range as detailed below. Full time offers from Coinbase also includebonus eligibility + equity eligibility + benefits (including medical, dental, and vision)
Pay Range:
£90,900-£101,000 GBP
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
CX Compliance Operations is responsible for delivering high quality Transaction Monitoring (TMS), Enhanced Due Diligence, Screening, and Complaints Investigations, which is a critical component of Coinbase's financial crimes & regulatory compliance programme; aimed at deterring illicit activity on our platform, protecting against exploitation by criminals, complying fully with our legal and regulatory obligations, and ensuring effective outcomes for our customers.
As a Cx Operations, Compliance L&D Manager, you will lead a Pod of subject matter experts, and functional specialists to manage the end to end resource management, and execution of the design, development, delivery and deployment of a Compliance workstream(s).
You will contribute to strategy design, and overall team effectiveness to enable L&D to mature into an industry leading learning and development function that enables performance outcomes.
Your Pod's programme, curriculum, and content enable Operations to scale via effective New to Queue (onboarding) training, and successfully implement Compliance Programme's regulatory, technology, and quality improvement roadmap via Existing to Queue (cross-skilling).
You will be the primary point of contact for the day to day management of your Pod. You will define, and own your KPIs and Key Results, define, and schedule resources, own training delivery quality, and advise cross functional teams on how an effective learning programme should operate.
You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Compliance, Legal and Quality Assurance.
You must be an experienced learning operations manager, with exposure to Compliance and/or Complaints investigations, and have previous experience in building, and leading a large, high impact training team that can deliver learning excellence via a range of different learning modalities
This role is ideal for someone who is passionate about learning, and influencing the performance of Operation's teams, thrives on enabling others, is a clear communicator, and can lead a team in a highly dynamic environment.
*What you'll be doing (ie. job duties):*
* Build and lead a high-performing compliance pod
* Elevate the pod's strong foundations to deliver learning excellence; including highly interactive, judgement and decision making scenarios
* Own your pod's book of work, and lead cross-functional collaboration to manage capacity, expectations, and rapidly address root causes to drops in standards.
* Work with operations, and data analytics to understand operational health, and deliver learning interventions to support improved operational performance
* Support the development, and maintenance of the L&D's future strategy.
* Champion clarity, calm, and trust in a fast paced environment to lead, and support your team in meeting the needs of the business.-becoming a credible, authoritative voice on Coinbase's support experiences.
* Team Leadership
* Manage, coach and develop a team of Compliance and Complaints trainers
* Provide structure, scheduling inputs and work with cross functional team to optimise the training delivery schedule
* Represent your pod at cross functional forums, and own KPIs to evidence team performance.
* Training Delivery - oversee:
* The delivery of comprehensive, and interactive training sessions covering procedures, investigation requirements, and risk based decisions.
* Onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
* High standards in training delivery for consistent knowledge transfer.
* The expansion of Coinbase's training Sandbox to test and validate agent's proficiency against new procedures or case types
* Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
* Curriculum Development:
* Collaborate with cross functional teams and enable your team to
* Design and development role based training materials and modules tailored to Compliance investigations
* Lead the the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
* Ensure training content aligns with regulatory requirements and internal policies.
* Address and remediate training gaps identified through QC/QA processes.
* Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
* Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
* Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
* Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)
*What we look for in you (ie. job requirements):*
* 5+ years of L&D and Operations people management experience, including building new teams through effective organisational design.
* Ability to analyze complex, and large amounts of data to inform effective case outcomes.
* Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
* Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
* A passion for learning, and evidence of driving performance improvement both for individuals and in the 'classroom'
* Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
* Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
* Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
* Clear written and verbal communication
* Deep understanding of AI + human support workflows.
* Comfortable being "on point" for high-stakes, real-time events and shaping the narrative under pressure.
* Crypto-curious and aligned with our mission of increasing economic freedom.
*Nice to haves:*
* Knowledge of crypto currency, and blockchain analytics tools.
Position ID: P73604
#LI-Remote
*Pay Transparency Notice: *The target annual salary for this position can range as detailed below. Full time offers from Coinbase also includebonus eligibility + equity eligibility + benefits (including medical, dental, and vision)
Pay Range:
£90,900-£101,000 GBP
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com
This advertiser has chosen not to accept applicants from your region.
5
Customer Experience Manager
LS1 1UR Leeds, Yorkshire and the Humber
£45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a proactive and customer-centric Customer Experience Manager to join their team in **Leeds, West Yorkshire, UK**. This role is dedicated to enhancing the overall customer journey, ensuring exceptional service delivery across all touchpoints. You will be responsible for developing and implementing customer experience strategies, analyzing customer feedback, and identifying opportunities for improvement in processes and service quality. The Customer Experience Manager will lead a team of customer service professionals, providing guidance, training, and motivation to ensure high performance and customer satisfaction. Key duties include monitoring customer service metrics, resolving complex customer issues, and collaborating with other departments to foster a customer-first culture. The ideal candidate possesses a deep understanding of customer service best practices, strong leadership skills, and a passion for creating positive customer interactions. Excellent analytical and problem-solving abilities are essential. This position operates on a hybrid model, requiring a balance of working from the **Leeds** office for team collaboration, training, and strategic meetings, alongside remote work flexibility. You will play a crucial role in shaping customer loyalty and driving brand advocacy through superior service.
Responsibilities:
Responsibilities:
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Manage and lead the customer service team, setting performance goals and providing coaching.
- Analyze customer feedback, surveys, and metrics to identify trends and areas for improvement.
- Oversee the resolution of escalated customer issues and complaints.
- Collaborate with other departments to ensure a seamless customer experience.
- Design and implement customer service training programs.
- Monitor and report on key customer experience metrics (e.g., NPS, CSAT).
- Champion a customer-centric culture throughout the organization.
- Identify opportunities to leverage technology to enhance customer service.
- Continuously evaluate and refine customer service processes and workflows.
- Proven experience in a customer experience or customer service management role.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, team management, and coaching skills.
- Proficiency in customer relationship management (CRM) software.
- Strong analytical and problem-solving abilities.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Experience with customer feedback tools and analysis.
- Ability to work effectively in a hybrid work environment.
- Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Experience Manager
RG1 2AA Reading, South East
£45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing e-commerce business in Reading, Berkshire, UK , is looking for a strategic and results-driven Customer Experience Manager to lead their customer service operations. This is a fully remote position, offering the opportunity to shape customer interactions and drive loyalty from anywhere. You will be responsible for developing and implementing strategies that enhance the overall customer journey, ensuring unparalleled satisfaction and retention.
As the Customer Experience Manager, you will oversee all aspects of customer interaction across various touchpoints, including pre-sales inquiries, post-sales support, and feedback mechanisms. You will analyse customer data to identify pain points and opportunities for improvement, leading initiatives to optimize service delivery. This role requires a deep understanding of customer psychology, excellent analytical skills, and the ability to inspire and manage a remote customer support team. You will be instrumental in building a customer-centric culture throughout the organisation.
Key responsibilities include:
As the Customer Experience Manager, you will oversee all aspects of customer interaction across various touchpoints, including pre-sales inquiries, post-sales support, and feedback mechanisms. You will analyse customer data to identify pain points and opportunities for improvement, leading initiatives to optimize service delivery. This role requires a deep understanding of customer psychology, excellent analytical skills, and the ability to inspire and manage a remote customer support team. You will be instrumental in building a customer-centric culture throughout the organisation.
Key responsibilities include:
- Developing and executing a comprehensive customer experience strategy aligned with business goals.
- Managing the customer support team, providing guidance, training, and performance evaluations.
- Monitoring key customer experience metrics (NPS, CSAT, churn rate) and identifying trends.
- Implementing new customer service technologies and processes to improve efficiency and effectiveness.
- Creating and maintaining customer support documentation, including FAQs, knowledge bases, and service level agreements.
- Collaborating with marketing, sales, and product teams to ensure a seamless customer journey.
- Handling escalated customer issues with professionalism and efficiency.
- Gathering customer feedback through surveys, reviews, and direct communication to inform business decisions.
- Championing a customer-centric approach across all departments.
- Reporting on customer experience performance and recommending strategic improvements.
This advertiser has chosen not to accept applicants from your region.
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Customer Experience Manager
NG1 3HQ Nottingham, East Midlands
£40000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-centric Customer Experience Manager to lead their support operations in Nottingham, Nottinghamshire, UK . This role is crucial in shaping and delivering an exceptional customer journey across all touchpoints. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. You will manage a team of customer service professionals, driving performance and fostering a culture of service excellence.
Key responsibilities will include:
Key responsibilities will include:
- Designing and implementing customer experience strategies aligned with business objectives.
- Managing the day-to-day operations of the customer service and helpdesk teams, ensuring efficient and effective support.
- Monitoring customer feedback through various channels (surveys, reviews, direct interactions) and identifying areas for improvement.
- Developing and maintaining customer service protocols, scripts, and knowledge bases.
- Training, coaching, and motivating the customer support team to achieve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Collaborating with other departments (e.g., Sales, Marketing, Product Development) to ensure a seamless customer experience.
- Analyzing customer data to identify trends, insights, and opportunities for service enhancement.
- Resolving complex customer escalations and ensuring timely and satisfactory resolution.
- Reporting on customer experience metrics and providing actionable insights to senior management.
This advertiser has chosen not to accept applicants from your region.
8
Customer Experience Manager
BS1 6DG Bristol, South West
£38000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for an accomplished and customer-centric Customer Experience Manager to lead their support operations in Bristol, South West England, UK . This role is instrumental in shaping and delivering exceptional customer service across all touchpoints. You will be responsible for managing the customer service team, developing strategies to enhance customer satisfaction and loyalty, and ensuring efficient resolution of inquiries and issues. This position requires a strategic thinker with a passion for service excellence and a proven track record in team leadership and operational improvement.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and develop a team of customer service professionals, fostering a culture of high performance and continuous improvement.
- Design and implement customer service strategies that align with business objectives and enhance overall customer satisfaction.
- Oversee daily customer service operations, ensuring efficient handling of inquiries via phone, email, and chat.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
- Develop and maintain comprehensive knowledge bases and support documentation.
- Identify trends and insights from customer feedback to drive service enhancements and product improvements.
- Manage customer escalations, resolving complex issues with empathy and professionalism.
- Collaborate with other departments (e.g., Sales, Product Development) to ensure a cohesive customer journey.
- Implement and manage customer feedback mechanisms (e.g., surveys, reviews).
- Stay abreast of industry best practices and emerging technologies in customer service.
- Contribute to the development of training programs for new and existing team members.
- Demonstrable experience in a customer service management or team lead role.
- Strong understanding of customer service principles and best practices.
- Proven ability to lead, motivate, and manage a team effectively.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM systems and customer support software.
- Ability to analyse data and generate actionable insights.
- A proactive and results-oriented mindset with a focus on customer advocacy.
- Bachelor's degree in Business Administration, Marketing, or a related field is advantageous.
- Experience in the (Industry Sector - e.g., Tech/Retail/Finance) industry is a plus.
- Adaptability to evolving customer needs and business priorities.
This advertiser has chosen not to accept applicants from your region.
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