CX Manager at Anavah Talent

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

08 Feb, 26

Salary

8.0

Posted On

10 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Team Leadership, Coaching, SOP Creation, KPI Monitoring, Data Analysis, Problem Solving, Client Relations, Automation, Intercom, Operational Excellence, Quality Assurance, Fast-Paced Environment, Written Communication, Verbal Communication, Interpersonal Skills

Industry

Staffing and Recruiting

Description

Employment Type: Full-time (60+ hours/week), Independent Contractor Location: Remote – Philippines Schedule: Monday to Friday, 8 AM to 8 PM Eastern Time (or similar), with some weekend coverage Compensation: $8/hr About the Role We’re a U.S.-based, venture-backed financial technology startup on a mission to redefine financial access. We're seeking a highly driven CX Manager to oversee and elevate customer experience. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit. About you Are you a CX Manager with a banking or fintech background? Do you thrive in fast-paced environments and love turning challenges into opportunities. We are looking for someone who can not only resolve client issues but also coach, manage, and build a team, build processes and ensure operational excellence. If you enjoy problem solving, leading teams, ensuring performance and developing SOPs, this role could be a perfect fit. RESPONSIBILITIES: Lead, coach, and develop the customer support team, monitoring KPIs and ensuring high service standards. Oversee daily support operations (50–100 tickets/day) via Intercom and maintain strict data confidentiality. Create, update, and enforce SOPs, QA processes, and workflows to optimize efficiency and service quality. Analyze metrics, identify process improvements, and present actionable reports to leadership. Deliver exceptional written support to banking clients, resolve inquiries, and implement automation to enhance response times. Scale and enhance the customer support function as the company grows. Proven experience in banking customer experience (CX) or customer success (CS), ideally working with high-value financial clients. At least 5 years of experience in operations, customer success, client relations, or team leadership, preferably with U.S. client accounts. Demonstrated ability in people management, coaching, SOP creation, QA, KPI monitoring, and reporting. Excellent written, verbal and interpersonal skills. Familiarity with customer support platform automation and workflow tools. Scrappy, proactive, and able to thrive in a fast-paced environment. PREFERRED: Experience supporting a financial technology startup before. Exposure or expertise in the Intercom platform. Work From Home Training & Development

Responsibilities

Lead and develop the customer support team while monitoring KPIs to ensure high service standards. Oversee daily support operations and create processes to optimize efficiency and service quality.