Manager of Customer Experience

Position Overview As the Manager of Customer Experience, you will oversee a team of Customer Experience Representatives (CXRs) and Senior CXRs, developing their skills and ensuring their performance aligns with the company strategy. You will help improve processes, create efficiencies, and coordinate across departments to provide quick and consistent resolution of customer issues. Key Responsibilities Maintain the optimal functioning of the Customer Experience Tech Stack, including HubSpot Service Hub.

Motivate the team to consistently hit targets and metrics. Ensure sufficient technical platform and troubleshooting knowledge for all representatives, including those located abroad. Support the migration and onboarding process for new enterprise customers.

Identify improvement opportunities and collaborate with Product, Product Marketing, and Engineering. Own prioritization of tickets, projects, and tasks to drive customer satisfaction. Distribute additional projects among team members as required.

Qualifications 2‑3 years of experience managing teams. Proven understanding of technology and resolving customer concerns. Excellent written and verbal communication skills.

Excellent organization and time management skills; thrive in a fast‑paced environment. Strong analytical and critical thinking skills. Ability to work independently and as part of a team.

Experience with SaaS or start‑up environments (asset). Experience in digital, social media marketing, or related technologies (asset). Post‑secondary degree or diploma (asset).

Fluency in additional languages (asset). We actively encourage candidates from under‑represented groups to apply; you do not need to meet every qualification to be considered. Employee Benefits Health and dental benefits for you and your family Vacation, personal days, and sick time RRSP/401k matching Annual mental health benefit Quarterly wellness benefit Donation matching program Parental leave top up plan Work from home benefit Flexible working hours and location Departmental and team‑wide bonding activities Dash Social is committed to diversity, equity, and inclusion and does not condone discrimination based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other protected characteristic.

Our hiring practices ensure equitable access to opportunities for all candidates. #J-18808-Ljbffr