Senior Manager – Customer Experience

Key Responsibilities

• Own the End-to-End Experience (Brand + Creator)
• Define what “great experience” means for brands and creators across their full lifecycle on Amplify.
• Map key journeys (onboarding, first campaign, repeat campaigns, creator onboarding, delivery, and payment) and continuously improve them.
• Balance the needs of brands, creators, and the platform with clear, transparent policies.


• Onboarding and Campaign Setup
• Design and run a structured onboarding program for new brands and creators.
• Ensure brands can set up campaigns smoothly via self-serve workflows, with clear guidance and in-product nudges.
• Build an “assisted setup” motion where an internal campaign ops team supports brands that need extra help or have complex requirements.
• Own SLAs and quality standards for onboarding and first-time campaign success.


• Support Operations and Remote Team Management
• Build and manage a remote customer experience / support team that provides 7-day coverage across channels (email, chat, WhatsApp, etc. as agreed).
• Define and implement SLAs for first response, resolution time, and escalation.
• Create and maintain SOPs and playbooks for common issues: creator matching complaints, refunds/credits, wallet and payment issues, campaign changes, creator payment delays, and more.
• Run regular QA, coaching, and training to ensure consistently high quality.


• Voice of Customer (VoC) and Feedback Loops
• Personally speak to a set number of brands and creators every week to understand what is working, what is not, and where they need help.
• Build a structured system to capture feedback (calls, surveys, NPS, CSAT, tickets) and convert it into a prioritized CX/product improvement backlog.
• Partner with product and engineering to translate insights into roadmap items and UX improvements.
• Close the loop with customers and creators when their feedback leads to change.


• Knowledge Base and Self-Serve Experience
• Design and own the external knowledge base for brands and creators (getting started, campaign setup, payments and wallets, creator matching, troubleshooting, policies, etc.).
• Build and maintain an internal knowledge base for support agents (macros, saved replies, decision trees).
• Work with product to embed contextual help and guidance inside the platform: tooltips, walkthroughs, “learn more” links, FAQs, and in-product education.
• Continuously reduce repetitive queries and increase self-serve resolution rate.


• CRM, Tooling, and Automation
• Work with internal stakeholders to ensure CRMs and support tools (ticketing, chat, NPS tools, etc.) are well integrated and give a unified view of the customer.
• Set up automation rules for ticket routing, alerts, lifecycle messages, and follow-ups based on events (e.g., wallet failures, abandoned campaign setup, delayed payments).
• Use data from CRM and support tools to identify friction, measure performance, and prioritise fixes.


• Metrics, Reporting, and Governance
Define, track, and own key CX metrics across brand and creator journeys, such as:


• NPS and CSAT
• First response and resolution times
• Volume and type of tickets per 100 campaigns / active users
• Creator payment TAT
• Onboarding completion rates
• Repeat campaigns / churn drivers


• Build a weekly/monthly CX dashboard for leadership with clear insights, root causes, and recommended actions.
• Run regular review rituals with support, product, business, and marketing teams to align on priorities and interventions.

Requirements

• 4-8 years of experience in Customer Experience / Support / Operations roles, with at least 2+ years in a leadership or manager capacity.
• Experience in a marketplace or consumer internet product is strongly preferred.
• Strong background in:
• Designing and optimising customer journeys.
• Running or scaling support operations (including remote teams).
• Implementing processes, SOPs, and quality frameworks.
• Hands-on experience with CRMs, ticketing tools, and building/maintaining knowledge bases.
• Comfortable using data and metrics to diagnose issues, prioritise initiatives, and measure impact.
• Excellent communication skills; can confidently speak with senior brand stakeholders and high-value creators.
• Bias for action, ability to work cross-functionally, and comfort in fast-paced, evolving environments.

What Success Looks Like

• Clear, documented journeys and SOPs for core brand and creator flows.
• A functioning remote support team with stable SLAs and high CSAT.
• Robust knowledge base and in-product guidance that materially reduces basic queries.
• A working VoC system where feedback translates into visible product and process changes.
• Improvement in NPS/CSAT and reduction in escalations and avoidable support tickets.
• Brands and creators describe Amplify as “easy to work with” and “reliable”.