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TK Elevator is seeking a proactive and customer-centric Sr. Manager, Customer Experience located in Atlanta, GA.

Will lead training, quality and continuous improvement initiatives for our Customer Care team. In this key role, you’ll serve as a subject matter expert on products, services and support processes —owning the development of training resources and operational best practices that enable our team to consistently deliver a best-in-class customer experience.

You’ll also play a strategic role in improving our Net Promoter Score (NPS) and other key metrics by collaborating closely with branches, analyzing customer feedback and driving issue resolution. This role requires a strong mix of coaching, quality assurance, data analysis and cross-functional collaboration.

ESSENTIAL JOB FUNCTIONS: 

Training and Knowledge Leadership

• Lead onboarding and ongoing training for new and existing Customer Care Agents, ensuring up-to-date knowledge of tools, processes, products and services.
• Document training requirements and continuously evolve training content based on feedback, business updates and product/service enhancements.
• Act as the primary support contact for Customer Care Agents, resolving complex inquiries and guiding issue resolution in real time.
• Build and maintain standard operating procedures (SOPs) and process documentation to support consistent and compliant execution.

Quality Assurance and Performance Coaching

• Conduct weekly call and ticket audits to ensure quality standards are met; provide timely feedback, coaching and recommendations to improve performance.
• Track quality performance at both individual and team levels, using quality monitoring systems and data dashboards.
• Identify service trends and escalate systemic issues with recommendations for resolution and long-term improvement.
• Lead initiatives to enhance overall service delivery, customer satisfaction and efficiency.

Customer Experience and NPS Strategy Support

• Support the execution of our NPS strategy and distribution of our NPS surveys.
• Collaborate with local and regional teams to improve Net Promoter Scores and address root causes of customer dissatisfaction.
• Support the execution of closed-loop follow-up processes based on customer feedback and survey data.
• Analyze data and feedback from multiple channels (phone, web, chat, surveys) to identify opportunities to enhance customer interactions.
• Act as a liaison between Customer Care and the field to ensure alignment on customer issue resolution, escalation paths and continuous feedback loops.

Project and Operational Support

• Support cross-functional projects related to customer service improvements, digital engagement and marketing-led campaigns.
• Ensure accurate routing and timely follow-up of inbound leads and customer inquiries submitted via phone, chat or web forms.
• Assist with lead qualification and creation in CRM systems based on digital campaign activity.
• Provide insight into frontline challenges and partner with leadership to develop scalable process improvements.

EDUCATION & EXPERIENCE: 

• Bachelor’s degree and 5+ years of experience in customer experience, customer service or operations support; or an equivalent combination of education and experience.
• 2+ years of quality assurance experience, preferably in a customer-facing or support environment.
• Proven ability to train, mentor and support peers and junior team members.
• Experience working with CRM tools, chat platforms and quality tracking systems.
• Strong communication, analytical and organizational skills.
• Knowledge of elevator products, services and terminology is a plus.
• Comfortable working in a fast-paced, cross-functional environment.
• Strong collaboration and interpersonal skills.
• Critical and creative thinking.
• Strong data analysis and reporting capability.
• Deep customer focus with a passion for continuous improvement.
• High degree of discretion and integrity.
• Technical proficiency and adaptability.
• Strong communication and conflict resolution skills.
• Proven ability to manage multiple priorities and meet deadlines.

Provided they meet all eligibility requirement under the applicable plan documents, employees will be offered medical, dental, vision, flexible spending accounts, supplemental medical plans, basic life insurance, AD&D, short term and long term disability, optional life and AD&D, optional spouse and dependent life insurance, dependent life insurance, flexible spend account, health savings account, identity theft monitoring, pet insurance, Employee Assistance Program, Wellness program, and tuition reimbursement. Employees also will be able to enroll in our company’s 401k plan. Relocation assistance offered for candidates relocating more than 50 miles for this position.

Employees will receive 15 days of paid time off (PTO) per year. Employees will enjoy 11 paid holidays throughout the calendar year and 5 paid days of sick leave. Up to six weeks of paid parental leave will be available for use after successful completion of 90-days of full-time employment. Eligibility requirements for these benefits will be controlled by applicable plan documents.

This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies.

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.

Applicants with disabilities who require reasonable accommodation in connection with the application process are encouraged to email us directly at ElevatorJobs.ams@tkelevator.com or call 1-844-427-5461.