Monroe Consulting Group is assisting a client in looking for a seasoned Customer Experience Manager. My client is a B2B SaaS company focusing on digitizing businesses. This role is based in Jakarta, Indonesia.

Responsibilities:

• Supervise training to ensure and maintain high CSAT.
• Optimize processes and resourcing, ensure servicing is timely.
• Tracking and categorizing issues to easily highlight overall customer experience using the product.
• Create a framework to provide great experience to customers, suited to their business.

Requirements:

• 5+ years of experience in customer support or customer experience roles.
• 2+ years in a managerial role, handling up to 15-20 people.
• Preferably previous experience in e-commerce/B2B SaaS companies.