Associate Manager, Customer Experience

We're looking for an experienced Customer Experience Associate Manager to scale and optimize our multi-channel support operations and ensure we’re delivering world-class service to our digital subscription customers. The ideal candidate has at least 2+ years of experience successfully growing and coaching support teams in fast-paced, collaborative environments. This role requires strong operational and communication skills, a deep understanding of customer support tools and platforms, and a passion for solving problems. The Associate Manager must be a tenacious and analytical thinker, eager to dive into complex issues and drive impactful improvements in support delivery and customer satisfaction. This position reports to the Director of Customer Experience. What You'll Do Lead Day-to-Day Support Operations: Manage frontline operations across Chat, Phone, Messaging, and Email support. Monitor KPIs, quality assurance, and coach team members to improve performance and customer outcomes. Oversee Offshore Support Team: Manage daily execution of support by our offshore partners, including staffing, scheduling, and escalation handling. Conduct weekly calibration sessions and maintain alignment with business goals. Train Support Team: Create clear, effective training materials and lead training sessions for both new team members and existing agents needing refresher support. Prioritize and Manage Team Workflows: Collaborate with the CX Director to set clear priorities for the support team. Ensure the most urgent and impactful work is being addressed while helping the team balance daily tasks, project work, and time-sensitive issues. Drive Cross-Functional Alignment: Partner with Product, Marketing, Engineering, and other internal teams to stay up-to-date on digital product enhancements and roadmap changes. Ensure changes are accurately reflected in support documentation, scripts, and training materials. Translate and Advocate: Act as a liaison between Customers and technical/product teams. Clearly articulate customer pain points and advocate for the customer by “translating” complex issues and solutions into understandable, actionable insights. Identify and Solve Root Issues: Analyze support trends, uncover systemic issues, and “connect the dots” to identify areas of friction for customers. Present compelling narratives to internal stakeholders about why these issues matter and how to fix them. Maintain and Improve Support Content: Own the creation, maintenance, and optimization of internal and customer-facing knowledge base articles, macros, and FAQs to ensure CX agents have timely and accurate resources. Monitor and QA Communication Channels: Oversee real-time ticket/chat queues to ensure SLAs are met, tone and content of interactions are on-brand, and agents are resolving issues with clarity and empathy. Drive Process Improvements Through Data: Review ticket trends, chat transcripts, feedback forms, and behavioral data to surface actionable insights. Recommend updates to scripts, training, and workflows that improve customer satisfaction and team efficiency. Champion Tool Adoption and Training: Stay up to speed on CX platforms and tools. Design and lead structured training programs to onboard agents to new features/tools and ensure they’re confident and successful. Collaborate Across CX Ops: Partner closely with the CX Operations Manager to ensure aligned priorities, leverage shared tools, and coordinate on cross-functional initiatives. Note: All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.