Customer Experience Manager

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. Team members are expected to work onsite as required by their role, team, and business needs. Onsite schedules may vary and are subject to change.

Role Hours

The expected working hours for this position are typically from 12:00 AM to 9:00 AM. Start times may vary between 8:00 PM and 12:00 AM depending on business needs and operational requirements.

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success.

Onsite Expectations

This role follows a hybrid work arrangement. The expected onsite schedule is:

Onsite for the first 90 days.

About the role

Point is seeking a Customer Experience Manager to drive critical alignment with our sales organization and ensure our support initiatives directly support our broader business goals by leading and coaching a high-performing support team that delivers empathetic, high-quality customer interactions. In this role, you will be a pivotal leader during a period of significant organizational change, guiding your team through transitions with operational discipline, a focus on scalable growth, and a strong appetite for transformative leadership. You will bridge frontline execution with leadership by delivering structured training and actionable feedback to elevate individual and team performance, leveraging your proven experience in building teams to scale and delivering key organizational objectives. By fostering team engagement and maintaining productivity, you will protect both our customers and the business while helping to shape a more integrated and resilient support structure.

Your responsibilities

• Lead and transform the support organization with a sharp focus on driving sales outcomes, operational excellence, and high-quality, empathetic customer interactions.

• Scale support capabilities by designing and delivering strategic training and onboarding initiatives that align directly with business expansion and long-term sales objectives.

• Analyze complex performance data and interaction trends to identify and execute opportunities that enhance customer experience, improve retention, and drive revenue growth.

• Navigate periods of significant organizational change by managing high-risk customer situations to mitigate risk, protect business interests, and maintain critical trust.

• Champion operational discipline by partnering with cross-functional teams to identify and execute process improvements that support rapid, scalable business growth.

• Ensure rigorous standards of quality and performance consistency across all support channels and BPO partnerships, ensuring all initiatives are inextricably linked to organizational business goals.

• Transform team strategy by tracking and reporting on key metrics that bridge support performance with broader business KPIs, utilizing data-driven insights to guide organizational evolution.

• Act as a change agent, leading the team through transitions by facilitating alignment sessions that ensure all support strategies remain laser-focused on achieving business objectives.

• Optimize the resilience and performance of the organization by identifying staffing and management trends that impact growth, taking decisive, transformative action to build a world-class support structure.

About you

• 5+ years in a sales, customer facing support or service management role

• 3+ years of experience coaching, mentoring or managing team members

• High level of proficiency in Google Workspace (Docs, Sheets, Slides)

• High level of proficiency in Salesforce or other CRM platforms

• Strong written and verbal communication skills

• Demonstrated empathy, confidence, and effective problem-solving skills

Skills

• Strong organizational and leadership skills

• Visionary Leadership & Strategic Influence

• Change Management & Organizational Agility

• Data-Driven Decision Making & Performance Optimization

• Adaptive Coaching & Talent Development

• Cross-Functional Collaboration & Stakeholder Management

Competencies

• Strategic Customer Experience Leadership

• Transformational Coaching & Capability Development

• Change Leadership & Organizational Resilience

• Scalable Operations & Process Transformation

• Cross-Functional Strategic Alignment

Nice to have

• Experience working with vendor-managed teams

• Experience in a fast-growing or operationally complex environment

• Background in training, L&D, or QA programs

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.

• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.

• Work-Life Balance: 18 holidays and hybrid work options in a supportive environment.

• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.

• Global Experience: Collaborate with an international team and learn from global practices.

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