Senior Customer Experience Manager - Technology
About The Position
This role leads and supports the day-to-day operations of the technology support team, ensuring employees receive timely, professional, and customer-focused guidance. The position fosters a service-first culture that prioritizes positive user experiences, responsiveness, communication, and continuous improvement. It oversees helpdesk and support operations to ensure issues are resolved efficiently while maintaining high levels of customer satisfaction. The Senior Customer Experience Manager serves as the primary point of escalation for complex or urgent support concerns, driving resolution through collaboration and accountability across teams. This role partners with internal departments and business leaders to understand employee needs and deliver support solutions that improve productivity and the overall workplace experience. It works closely with infrastructure, application support, and other technology teams to ensure systems and services operate smoothly and reliably for end users. The role involves mentoring, coaching, and developing support staff by promoting teamwork, professional growth, innovation, and a strong commitment to customer service. It monitors service trends, user feedback, and support metrics to identify opportunities for improving processes, communication, and service delivery. The Senior Customer Experience Manager leads initiatives that simplify the support experience through automation, self-service resources, and proactive communication. This role helps ensure technology support practices align with organizational policies, data privacy standards, and security requirements. It prepares and shares operational updates, service insights, and recommendations with leadership to support informed decision-making and continuous improvement efforts. Finally, it plans staffing and resource allocation to maintain consistent support coverage during high-demand periods, projects, and after-hours needs, encouraging a collaborative, solutions-oriented environment where team members are empowered to deliver exceptional support experiences.
Requirements
- Bachelor’s degree or equivalent professional experience in technology support, business operations, customer experience, or a related field.
- 4+ years of experience leading support or service-focused teams, with a strong track record of delivering exceptional customer and employee experiences.
- Proven ability to lead, motivate, and develop teams in a fast-paced, service-oriented environment.
- Strong communication and relationship-building skills, with the ability to collaborate effectively across departments and with all levels of the organization.
- Demonstrated ability to understand business needs and implement practical support solutions that improve service quality, efficiency, and user satisfaction.
- Experience managing helpdesk or support operations with a focus on responsiveness, accountability, and continuous improvement.
- Strong problem-solving and decision-making skills, with the ability to remain calm and customer-focused during high-priority situations.
- Ability to analyze service trends, gather feedback, and identify opportunities to improve processes and the overall support experience.
- Commitment to fostering a positive team culture centered on collaboration, professionalism, and continuous learning.
- Experience working with vendors and cross-functional teams to support organizational goals and maintain high service standards.
- Ability to work on-site at headquarters in Indian Land, SC.
- Flexibility to support business needs during high-volume periods, special projects, or occasional after-hours situations as needed.
Nice To Haves
- Familiarity with service management best practices, workflow improvement, and customer support tools is preferred.
Responsibilities
- Lead and support the day-to-day operations of the technology support team, ensuring employees receive timely, professional, and customer-focused guidance.
- Foster a service-first culture that prioritizes positive user experiences, responsiveness, communication, and continuous improvement.
- Oversee helpdesk and support operations to ensure issues are resolved efficiently while maintaining high levels of customer satisfaction.
- Serve as the primary point of escalation for complex or urgent support concerns, helping drive resolution through collaboration and accountability across teams.
- Partner with internal departments and business leaders to understand employee needs and deliver support solutions that improve productivity and the overall workplace experience.
- Work closely with infrastructure, application support, and other technology teams to ensure systems and services operate smoothly and reliably for end users.
- Mentor, coach, and develop support staff by promoting teamwork, professional growth, innovation, and a strong commitment to customer service.
- Monitor service trends, user feedback, and support metrics to identify opportunities for improving processes, communication, and service delivery.
- Lead initiatives that simplify the support experience through automation, self-service resources, and proactive communication.
- Help ensure technology support practices align with organizational policies, data privacy standards, and security requirements.
- Prepare and share operational updates, service insights, and recommendations with leadership to support informed decision-making and continuous improvement efforts.
- Plan staffing and resource allocation to maintain consistent support coverage during high-demand periods, projects, and after-hours needs.
- Encourage a collaborative, solutions-oriented environment where team members are empowered to deliver exceptional support experiences.
Benefits
- Competitive pay
- Medical, dental and life insurance
- Company matched 401K (Roth and traditional, up to 6%)
- Excellent career growth opportunity
- Fun, team-focused working environment
- Employee driven community outreach program
- Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTE
- Retirement plan: 401(k) and Roth
- 16 days front loaded Paid Time Off. Prorated based on the start date month
- 11.5 paid holidays per year
- Employee assistance program
- Relocation packages available
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
