Business Consulting - CX Support Manager

Job description

Job Title: CX Support Manager Role Overview The CX Support Manager leads customer experience support operations and ensures consistent, high-quality service delivery across channels. The role is responsible for team management, CX performance governance, stakeholder management, and continuous improvement aligned with business objectives. Key Responsibilities Lead and manage CX support teams to deliver high-quality customer service across all channels Define and oversee CX support strategies, operating models, and service frameworks Own service performance management, including SLAs, KPIs, CSAT, NPS, and escalation handling Act as the key point of contact for senior stakeholders regarding CX support performance and issues Drive root-cause analysis of major customer issues and implement sustainable improvements Collaborate with IT, Digital, Product, and Operations teams to enhance customer journeys and support processes Establish and maintain CX governance, policies, and standard operating procedures Manage incident escalation, crisis handling, and customer communication during service disruptions Coach, develop, and performance-manage CX support team members Prepare executive-level reports and insights on CX performance, risks, and improvement roadmap Qualifications & Skills Bachelor’s or Master’s degree in Business, Management, Marketing, IT, or related fields 7–12 years of experience in customer experience, service operations, or customer support roles Proven experience managing teams and complex stakeholder environments Strong leadership, communication, and decision-making skills Solid understanding of CX frameworks, customer journey management, and service design Experience with CRM platforms, ticketing systems, and CX analytics tools Ability to manage escalations and operate under pressure If you can demonstrate that you meet the criteria above, please contact us as soon as possible. The exceptional EY experience. It’s yours to build. EY | Shape the future with confidence EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.