Taking applicationsChat / Email·Posted 8d ago
Lead Customer Service Experience Manager
ClarioVerified company
United States Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
United States Remote
Open to people in the United States
EnglishLead level
About the role
A lead customer service role at Clario/Thermo Fisher managing complex customer escalations, analyzing trends, and improving Customer Care processes. It is a remote U.S.-based full-time position requiring at least five years in escalation or customer experience management.
What you'll do
- Lead complex customer escalations from identification through resolution
- Analyze escalation trends and identify root causes
- Develop and implement resolution strategies
- Review reports to prioritize risks and improve workflows
- Partner with internal and external stakeholders
- Lead governance activities and special projects
- Train, mentor, and coach Customer Service Experience Coordinators and Managers
What you'll need
- Bachelor’s degree or equivalent practical experience
- At least 5 years in escalation management, client success, or customer experience management
- At least 4 years as a Customer Service Experience Manager or equivalent
- LEAN or ITIL certification and Agile certification
- Proficiency with Microsoft Office applications
- Strong analytical, problem-solving, and risk-management skills
- Excellent written and verbal English communication
- Based in the United States and able to work remotely
Skills
Escalation managementCustomer experience managementRoot cause analysisRisk managementProcess improvementLEAN/ITILAgileMicrosoft Office
Benefits
Health insuranceRemote workTuition reimbursementEmployee assistance programWellness programsLife and disability insurance
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Applications close on 18 November.