We're Hiring
Job Description:
At Voodesk, we’re redefining how brands connect with their customers—powered by people, supported by tech. As a Team Manager – Customer Experience, you’ll lead a passionate team of support professionals, helping deliver world-class service across every interaction. Your role is pivotal in shaping the experience our customers receive—ensuring excellence, performance, and growth.
With our people-first culture, leadership development, and remote flexibility, Voodesk isn’t just where you manage—it’s where you lead and thrive.
- Position: Team Manager Customer Experience
- Location: Kandy, Sri Lanka (Headquarters)
- Terms: Full-time
- Pay: To be discussed during the interview proces
Responsibilities:
- Lead, coach, and support a team of Customer Support Consultants and/or Representatives
- Monitor team performance using KPIs, SLAs, and quality metrics
- Provide coaching, feedback, and regular performance evaluations
- Handle customer escalations and assist with complex issue resolution
- Work closely with QA and Training teams to ensure continuous improvement
- Develop strategies to improve efficiency, CSAT, and team engagement
- Participate in hiring and onboarding of new team members
- Maintain open communication and foster a collaborative, high-performing team culture
- Ensure customer satisfaction is at the heart of every process
Preferred Qualifications:
- Previous experience in a customer support leadership role
- Strong understanding of customer service metrics and reporting
- Excellent leadership, communication, and people management skills
- Proficiency in using CRM systems, performance dashboards, and support tools
- Ability to multitask and work well under pressure in a remote environment
- Problem-solving mindset with a strong focus on process improvement
- Passion for creating exceptional customer experiences and empowering teams
Work Environment:
- Based on-site at Voodesk Headquarters in Kandy, Sri Lanka
- Dynamic and collaborative office culture
- Office hours with some flexibility depending on team or client needs
- Access to all required tools, technology, and support infrastructure
Next Steps:
- Place an application
- Complete your online assessment
- Our team will review your application
- If selected to move forward, our team will follow up directly
DISCLAIMER: This description is intended to outline the general nature and responsibilities of this position. Duties may evolve based on company needs.