Sr. Manager, Customer Experience (Finance)

Join TK Elevator as a Sr. Manager, Customer Experience in Atlanta, GA, and lead initiatives to elevate customer satisfaction today!EDUCATION & EXPERIENCE:

• Bachelor's degree and 5+ years of experience in customer experience, customer service or operations support; or an equivalent combination of education and experience.
• 2+ years of quality assurance experience, preferably in a customer-facing or support environment.
• Proven ability to train, mentor and support peers and junior team members.
• Experience working with CRM tools, chat platforms and quality tracking systems.
• Strong communication, analytical and organizational skills.
• Knowledge of elevator products, services and terminology is a plus.
• Comfortable working in a fast-paced, cross-functional environment.
• Strong collaboration and interpersonal skills.
• Critical and creative thinking.
• Strong data analysis and reporting capability.
• Deep customer focus with a passion for continuous improvement.
• High degree of discretion and integrity.
• Technical proficiency and adaptability.
• Strong communication and conflict resolution skills.
• Proven ability to manage multiple priorities and meet deadlines.

The first 3 letters in workplace safety are Y-O-U!

TK Elevator is seeking a proactive and customer-centric Sr. Manager, Customer Experience located in Atlanta, GA.

Will lead training, quality and continuous improvement initiatives for our Customer Care team. In this key role, you'll serve as a subject matter expert on products, services and support processes —owning the development of training resources and operational best practices that enable our team to consistently deliver a best-in-class customer experience.

You'll also play a strategic role in improving our Net Promoter Score (NPS) and other key metrics by collaborating closely with branches, analyzing customer feedback and driving issue resolution. This role requires a strong mix of coaching, quality assurance, data analysis and cross-functional collaboration.

ESSENTIAL JOB FUNCTIONS:

Training and Knowledge Leadership

• Lead onboarding and ongoing training for new and existing Customer Care Agents, ensuring up-to-date knowledge of tools, processes, products and services.
• Document training requirements and continuously evolve training content based on feedback, business updates and product/service enhancements.
• Act as the primary support contact for Customer Care Agents, resolving complex inquiries and guiding issue resolution in real time.
• Build and maintain standard operating procedures (SOPs) and process documentation to support consistent and compliant execution.

Quality Assurance and Performance Coaching

• Conduct weekly call and ticket audits to ensure quality standards are met; provide timely feedback, coaching and recommendations to improve performance.
• Track quality performance at both individual and team levels, using quality monitoring systems and data dashboards.
• Identify service trends and escalate systemic issues with recommendations for resolution and long-term improvement.
• Lead initiatives to enhance overall service delivery, customer satisfaction and efficiency.

Customer Experience and NPS Strategy Support

• Support the execution of our NPS strategy and distribution of our NPS surveys.
• Collaborate with local and regional teams to improve Net Promoter Scores and address root causes of customer dissatisfaction.
• Support the execution of closed-loop follow-up processes based on customer feedback and survey data.
• Analyze data and feedback from multiple channels (phone, web, chat, surveys) to identify opportunities to enhance customer interactions.
• Act as a liaison between Customer Care and the field to ensure alignment on customer issue resolution, escalation paths and continuous feedback loops.

Project and Operational Support

• Support cross-functional projects related to customer service improvements, digital engagement and marketing-led campaigns.
• Ensure accurate routing and timely follow-up of inbound leads and customer inquiries submitted via phone, chat or web forms.
• Assist with lead qualification and creation in CRM systems based on digital campaign activity.
• Provide insight into frontline challenges and partner with leadership to develop scalable process improvements.