At a Glance
- Tasks: Lead the transformation of digital customer support and enhance user experiences.
- Company: Join EcoOnline, a forward-thinking company focused on innovative customer engagement.
- Benefits: Enjoy generous paid time off, health coverage, and wellness initiatives.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Shape the future of customer support with cutting-edge technology and AI.
- Qualifications: 3-5 years in customer experience and strong stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with Eco Online.
Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences.
Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed.
This role will be instrumental in shaping and delivering that vision.
Key Responsibilities
- Lead the implementation and optimisation of chat and digital support channels.
Introduce AI-enabled capabilities that improve customer self-service and routing experiences.
Identify opportunities to improve customer journeys across digital touchpoints.
- Design and deploy CSAT surveys and feedback mechanisms across support channels.
Analyse customer feedback and channel performance data to identify improvement opportunities.
Measure and report on customer satisfaction, adoption and experience trends.
- Own the day-to-day optimisation of digital channels and self-service experiences.
Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes.
Use data-driven insights to prioritise enhancements and measure success.
- Partner with Support Operations, IT, Business Applications, Product and Customer Success teams.
Coordinate delivery activities across multiple stakeholders and suppliers.
Provide regular progress updates and recommendations to Support leadership.
- Support administration and optimisation of digital customer engagement tools.
Ensure effective integration between support platforms and customer experience technologies.
Contribute to technology selection, testing and implementation activities where required.
What we’re looking for
- 3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role.
- Experience delivering digital customer engagement initiatives in a Saa S, technology or customer support environment.
- Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives.
- Degree level qualification preferred, or equivalent practical experience.
- Managerial Skills
Strong stakeholder management and influencing skills.
Ability to lead initiatives through collaboration and influence rather than direct management authority.
Experience working across multiple teams and business functions.
Technical Skills
Experience with CRM and customer engagement platforms.
Understanding of omnichannel support environments.
Experience with Salesforce, Amazon Connect, Intercom or similar platforms is desirable.
Comfortable working with reporting, analytics and customer experience data.
Our Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Eco Online is proud to be an equal-opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves.
Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
If you need any assistance due to a disability, please speak to your talent acquisition partner.
At Eco Online, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation.
3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role., Experience delivering digital customer engagement initiatives in a Saa S, technology or customer support environment., Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives., Degree level qualification preferred, or equivalent practical experience.
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Digital Customer Experience Manager employer: ECOonline Oy
EcoOnline Oy is an exceptional employer that prioritises employee experience and operational excellence in the heart of London. With a strong focus on professional growth, our collaborative work culture fosters innovation and empowers leaders to make impactful decisions. Join us to be part of a forward-thinking team that values data-driven strategies and offers unique opportunities for career advancement in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ECOonline Oy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ECOonline Oy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ECOonline Oy:Your cover letter is your chance to shine! Tell us why you want to work at ECOonline Oy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ECOonline Oy!
How to prepare for a job interview at ECOonline Oy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
