Customer Experience and Quality Manager

We are looking for a Customer Experience and Quality Manager who will elevate service quality, inspire the team, and strengthen the brand’s presence.

Responsibilities

1. Customer Experience Ownership & Improvement
- Own the CX system, ensuring all touchpoints deliver a consistent, high-quality experience
- Oversee escalations and personally intervene in complex or high-impact cases
- Analyze complaints to identify root causes, then design and implement solutions to prevent recurrence
- Identify pain points, friction areas, and opportunities to create “wow” moments
- Proactively address systemic and recurring CX issues, not only individual complaints
- Lead and support CX improvement projects in collaboration with Operations, Marketing, HR, Product, and Tech teams
- Ensure that routine support tasks are handled efficiently by support/admin, freeing the CX Manager to focus on strategic improvements

2. Customer Interaction & Support
- Handle selected customer inquiries, requests, and complaints via phone, email, chat, and social platforms
- Provide timely, professional, and empathetic responses in line with Gotcha service standards
- Manage escalated or sensitive customer cases requiring judgment and brand-level decisions
- Ensure effective and fair resolution of customer issues, including escalation when needed
- Maintain accurate records of customer interactions and cases
- Use direct customer interactions as input for identifying recurring issues and experience gaps

3. Feedback, Analytics & Reporting
- Collect, analyze, and synthesize customer feedback from reviews, surveys, social platforms, and direct interactions
- Track and interpret CX metrics including CSAT, NPS, response time, resolution time, and repeat feedback patterns
- Identify CX trends and translate insights into clear improvement actions
- Prepare regular CX reports and recommendations for management

4. Quality, Process & Standards Management
- Develop, implement, and maintain service recovery guidelines (e.g., refund, remake, complimentary items) to ensure consistent and fair resolution of customer issues
- Define and manage staff empowerment levels, enabling independent service recovery decisions within clearly established limits
- Maintain, monitor, and continuously improve customer service guidelines, scripts, and overall CX processes
- Participate in regular quality assurance reviews and service consistency checks across locations
- Contribute to the creation and enhancement of CX playbooks, service standards, and service recovery frameworks
- Support onboarding and training of new team members on CX principles and Gotcha service standards
- Implement on-the-job customer service training sessions and conduct operational audits

5. Customer Advocacy & Loyalty
- Act as the voice of the customer within the organization
- Build long-term customer relationships and support loyalty initiatives
- Contribute to customer retention, engagement, and brand trust
- Ensure customer insights are reflected in operational and service decisions
- Support Gotcha’s competitive advantage through superior customer experience

6. Sales Enablement & Service Coaching
- Build and run a Gotcha Sales Playbook (suggestive selling, add-ons, size upgrades, bundles)
- Train teams on recommendation language that feels premium, not pushy
- Create service scripts for peak hours, queue management, handoff moment
- Run weekly coaching cycles: observe → score → coach → re-check
- Own onboarding certification for cashier/barista basic selling behaviors
- Partner with Marketing/Product departments to train new launches (what to say + what to suggest with it)

Key Performance Indicators (KPIs)
Customer Experience & Satisfaction
- NPS (Net Promoter Score) trend
- CSAT (Customer Satisfaction)
- Online ratings and review sentiment
- Repeat customer and retention indicators

Service Quality & Efficiency
- First response time
- Resolution time
- First-contact resolution rate
- Reduction in recurri…