Customer Experience Team Manager

Buymie is looking for a detail-oriented and proactive Customer Experience Team Manager to lead and support a customer experience team serving customers across Ireland. The role focuses on daily operations, team performance, customer satisfaction, service quality, escalated issue resolution, and continuous process improvement.

Lead, mentor, and support the Customer Experience team.
Monitor KPIs, productivity, service levels, and response times.
Create and improve operating procedures and service standards.
Handle complex and high-priority customer issues.
Ensure customer interactions meet company standards and relevant regulations.
Hire, onboard, and support the development of new team members.
Analyze customer feedback and suggest service improvements.
Prepare reports, insights, and recommendations for management.
Support new and existing projects related to customer experience and operations.

Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
3–5 years of experience in customer experience or customer support.
At least 2–3 years of managerial or team lead experience.
Strong team leadership, coaching, and performance management skills.
Experience with CRM systems and customer support platforms.
Strong English verbal and written communication skills.
Experience handling escalations and complex service issues.
Ability to track KPIs, service levels, and drive continuous improvement.
Experience with Intercom, Salesforce, Zendesk, or Freshdesk is an advantage.

Buymie is an online grocery delivery platform that connects customers with local retailers, enabling same-day grocery delivery through a network of personal shoppers. Founded in 2015, Buymie partners with leading supermarket chains to provide convenient, flexible, and fast delivery services.

The platform integrates technology, logistics, and retail partnerships to streamline the grocery shopping experience. Buymie operates in Ireland and the UK, focusing on reliability, real-time updates, and customer satisfaction.