Business Consulting - CX Support Manager

Job Title: CX Support Manager

Role Overview

The CX Support Manager leads customer experience support operations and ensures consistent, high-quality service delivery across channels. The role is responsible for team management, CX performance governance, stakeholder management, and continuous improvement aligned with business objectives.

Key Responsibilities

• Lead and manage CX support teams to deliver high-quality customer service across all channels
• Define and oversee CX support strategies, operating models, and service frameworks
• Own service performance management, including SLAs, KPIs, CSAT, NPS, and escalation handling
• Act as the key point of contact for senior stakeholders regarding CX support performance and issues
• Drive root-cause analysis of major customer issues and implement sustainable improvements
• Collaborate with IT, Digital, Product, and Operations teams to enhance customer journeys and support processes
• Establish and maintain CX governance, policies, and standard operating procedures
• Manage incident escalation, crisis handling, and customer communication during service disruptions
• Coach, develop, and performance-manage CX support team members
• Prepare executive-level reports and insights on CX performance, risks, and improvement roadmap

Qualifications & Skills

• Bachelor’s or Master’s degree in Business, Management, Marketing, IT, or related fields
• 7–12 years of experience in customer experience, service operations, or customer support roles
• Proven experience managing teams and complex stakeholder environments
• Strong leadership, communication, and decision-making skills
• Solid understanding of CX frameworks, customer journey management, and service design
• Experience with CRM platforms, ticketing systems, and CX analytics tools
• Ability to manage escalations and operate under pressure