Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Overview: As a
Client Experience Manager, you will lead the delivery of exceptional customer experiences by building and developing a high-performing team, driving operational excellence, and fostering strong cross-functional partnerships. You will oversee multi-channel client support, ensuring every interaction is timely, accurate, empathetic, and solution-focused while using performance insights to improve processes, resolve escalations, and create a customer-first culture that builds trust, loyalty, and long-term client satisfaction.
Key Responsibilities Leadership & Team Management - Maintain a visible leadership presence by regularly observing customer interactions, supporting frontline representatives, and providing real-time coaching. Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives.
- Hold team members accountable for performance, adherence to KPIs, and professional conduct.
- Build a culture of ownership, collaboration, and continuous improvement.
- Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment
Customer Advocacy & Escalations - Serve as the voice of the customer by identifying recurring pain points, influencing cross-functional improvements, and ensuring customer feedback shapes operational decisions.
- Personally lead high-impact customer escalations with confidence, professionalism, and sound judgment.
- Model calm, solution-oriented communication for supervisors and representatives.
- Balance customer advocacy with business needs while protecting long-term customer relationships.
- Identify root causes of escalations and implement corrective actions to prevent recurrence.
Performance Management & Reporting - Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks.
- Communicate department performance and customer trends to leadership through meaningful metrics and actionable recommendations.
- Make quick, data-driven decisions to maintain service level consistency and customer satisfaction.
- Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics.
Operational Excellence - Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes.
- Challenge existing processes and identify opportunities to simplify workflows, reduce customer effort, and improve operational efficiency.
- Drive the department toward automation and improved tools that enhance speed and accuracy.
- Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up.
- Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences.
Training & Development - Coach supervisors and representatives through regular feedback, mentoring, and development conversations to build future leaders.
- Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program.
- Execute training materials and collaborate with SME on performance improvement plans
- Problem Solving & Continuous Improvement
- Proactively identify process bottlenecks or inefficiencies and implement effective solutions.
- Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership.
- Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability.
Qualifications - 5+ years of management experience in a Customer Service, Contact Center, or Customer Experience leadership role.
- Experience leading offshore or remote customer support teams
- Familiarity with brand experience, philosophy, and promotional product industry standards
- Demonstrated success implementing process automation or CX technology improvements
- Demonstrated success managing teams of 30+ employees in a fast-paced, multi-channel support environment.
- Proficient with CRM, ERP, and ticketing systems
- Exceptional written and verbal communication; able to inspire, coach, and drive accountability.
- Strong understanding of KPIs, performance analytics, and workflow optimization.
- Skilled at making informed, time-sensitive operational decisions.
Work Schedule: Monday - Friday, 10:00 PM - 7:00 AM Manila Time
Work Setup: Home-based
- Must have at least 50mbps for both download and upload speed
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
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