Customer Experience Manager
Support Services Group Philippines Open · verified Sep 22, 2026 At a glance
Mid-level Customer Success role at Support Services Group Philippines. Pasig City · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Build and deliver training on empathy, communication, problem-solving, and service recovery
- Set quality frameworks and evaluation rules, then address gaps in interaction consistency and compliance
- Use NPS, CSAT, CES, and operational data to find trends and improve training, processes, and service
- Coach frontline staff and leaders through structured plans that strengthen accountability and recovery skills
- Work with HR and Operations to apply customer experience standards across teams
What you bring
- A bachelor’s degree or equivalent background in customer experience, training, quality, or customer service leadership
- Strong experience turning customer feedback and performance measures into concrete action
- Demonstrated coaching, leadership, and stakeholder-management ability
- An analytical, organized, strongly customer-focused approach
Who this fits
You’ll suit this role if you can combine service training, quality oversight, data interpretation, and frontline coaching. The position is based in Pasig City, Philippines, and calls for collaboration with HR, Operations, leaders, and frontline teams. Experience with CRM and customer feedback platforms would strengthen your application.
From the employer
We’re looking for a Customer Experience Manager who will champion service excellence across every customer touchpoint. In this role, you’ll design and lead training and quality programs that turn customer insights into consistent, empathetic, and high-quality experiences. You’ll use data, coaching, and cross-functional collaboration to raise service standards, develop frontline talent, and embed a strong customer-centric culture across the organization.
KEY RESPONSIBILITIES
Training & Enablement
- Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery.
- Continuously improve training based on performance data and customer feedback (NPS, CSAT, CES).
- Ensure training initiatives align with business goals and service standards.
Quality Assurance & Standards
- Establish and maintain service quality frameworks and evaluation guidelines.
- Monitor interaction quality, identify gaps, and drive corrective actions to improve consistency and compliance.
Performance & Insights
- Analyze customer feedback and operational metrics to identify trends and opportunities.
- Translate insights into actionable improvements in training, processes, and service delivery.
- Track and report the impact of CX initiatives.
Coaching & Development
- Provide structured coaching and action plans to frontline teams and leaders.
- Strengthen service recovery, soft skills, and accountability to build a customer-centric culture.
Cross-Functional Collaboration
- Partner with HR, Operations, and other teams to embed consistent customer experience standards across the organization.
- Support leadership-driven CX and quality improvement initiatives.
QUALIFICATIONS
What we’re looking for:
- Bachelor’s degree or equivalent experience in Customer Experience, Training, Quality, or Customer Service leadership
- Strong experience using customer feedback and performance metrics to drive action
- Proven coaching, leadership, and stakeholder-management skills
- Analytical, organized, and highly customer-focused
- Experience with CRM and customer feedback platforms is a plus
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.
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