Customer Experience Manager

Description

The Customer Experience Manager – The Wessex Mint is a senior leadership role responsible for overseeing and optimising the end-to-end customer experience for The Wessex Mint platform. This role combines strategic ownership with hands-on operational leadership, ensuring that customers receive clear, professional, and trustworthy support when interacting with the business. The role is particularly focused on managing phone-based customer interactions, alongside email and helpdesk support. The successful candidate will lead the customer experience function, manage customer support operations, and ensure high standards of service across all customer communication channels. They will also play a key role in improving systems, processes, and team performance as the platform scales. Working closely with operations, marketing, finance, and leadership teams, the Customer Experience Manager will ensure that customer communication, issue resolution, and service delivery support both customer satisfaction and long-term business growth.

Key Responsibilities

Customer Experience Leadership

• Own and lead the customer experience function for The Wessex Mint

• Ensure consistently high standards of service across phone, email, and helpdesk support channels

• Build, manage, and support the performance of the customer experience team

• Establish clear service standards, response times, and quality expectations

Customer Support Operations

• Oversee daily customer support operations, including high volumes of inbound and outbound customer calls

• Support the team in handling complex or high-value customer conversations

• Ensure accurate and professional communication when discussing precious metals products, purchases, and account-related queries

Process & Systems Optimisation

• Design and improve customer service processes to ensure efficient issue resolution

• Implement and optimise support workflows across helpdesk and CRM systems

• Identify opportunities for automation, AI usage, and improved support tooling where appropriate

Customer Insight & Business Feedback

• Analyse customer feedback, enquiries, and recurring issues to identify operational improvements

• Provide insights to leadership regarding customer trends, friction points, and service opportunities

• Collaborate with product, operations, and marketing teams to improve the overall customer journey

Team Development

• Recruit, train, and mentor customer experience team members as the function grows

• Monitor performance metrics and customer satisfaction indicators

• Provide coaching and feedback to improve communication quality and service delivery

Compliance & Trust

• Ensure customer communications maintain a professional and trustworthy tone appropriate for financial and precious metals products

• Ensure the team follows company policies, procedures, and compliance requirements when supporting customers

Requirements

Experience & Skills

• Significant experience in customer experience, customer support, or service operations leadership

• Proven experience managing phone-based customer support environments

• Excellent spoken and written English, with the ability to communicate clearly and professionally with customers

• Strong leadership and team management capabilities

• Experience improving customer service systems, workflows, and operational processes

• Strong organisational and problem-solving skills

• Ability to balance strategic planning with hands-on operational support

Platforms & Tools (Essential)

• Experience working with customer support platforms or helpdesk systems

• Experience managing customer interactions across phone, email, and support platforms

• Comfortable working with productivity and collaboration tools such as Microsoft 365 and Microsoft Teams

Working Style

• Reliable availability aligned primarily with UK business hours, with flexibility to adjust hours as operational requirements evolve

• Comfortable working remotely while managing team performance and service delivery

• Customer-first mindset with strong attention to service quality and trust

Desirable (but not essential)

• Experience working in financial services, investment platforms, or precious metals businesses

• Experience with helpdesk platforms such as Gorgias or similar systems

• Familiarity with Shopify, CRM platforms, or order management systems

• Experience working in high-growth D2C or online businesses

• Experience building or scaling remote customer support team

Benefits

• $2,500 monthly salary

• Fully remote role for LATAM-based candidates

• Working hours primarily aligned with UK business operations

• Opportunity to lead the customer experience function for a growing precious metals platform

• Exposure to a fast-scaling international D2C business

• A collaborative remote team environment

• Opportunity to help shape and scale customer experience systems and processes as The Wessex Mint grows