Digital Customer Experience Manager

The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with EcoOnline. Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences. Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed. This role will be instrumental in shaping and delivering that vision.

Key Responsibilities:

• Lead the implementation and optimisation of chat and digital support channels. Introduce AI-enabled capabilities that improve customer self-service and routing experiences. Identify opportunities to improve customer journeys across digital touchpoints.
• Design and deploy CSAT surveys and feedback mechanisms across support channels. Analyse customer feedback and channel performance data to identify improvement opportunities. Measure and report on customer satisfaction, adoption and experience trends.
• Own the day-to-day optimisation of digital channels and self-service experiences. Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes. Use data-driven insights to prioritise enhancements and measure success.
• Partner with Support Operations, IT, Business Applications, Product and Customer Success teams. Coordinate delivery activities across multiple stakeholders and suppliers. Provide regular progress updates and recommendations to Support leadership.
• Support administration and optimisation of digital customer engagement tools. Ensure effective integration between support platforms and customer experience technologies. Contribute to technology selection, testing and implementation activities where required.

What we’re looking for:

• 3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role.
• Experience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment.
• Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives.
• Degree level qualification preferred, or equivalent practical experience.

Managerial Skills

Strong stakeholder management and influencing skills. Ability to lead initiatives through collaboration and influence rather than direct management authority. Experience working across multiple teams and business functions.

Technical Skills

Experience with CRM and customer engagement platforms. Understanding of omnichannel support environments. Experience with Salesforce, Amazon Connect, Intercom or similar platforms is desirable. Comfortable working with reporting, analytics and customer experience data.

Our Benefits:

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves.

Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation.

3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role., Experience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment., Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives., Degree level qualification preferred, or equivalent practical experience.

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