Role Title: Customer Experience & Support Manager
Department: Customer Support
Reports To: Operations Manager
Job Description;
The Customer Experience Manager ensures all buyers and sellers receive timely, professional
support before, during, and after auctions, building trust and long-term platform loyalty.
Key Responsibilities
• Handle customer inquiries via chat, email, phone, and WhatsApp.
• Support bidders during live auctions.
• Resolve disputes, complaints, and post-sale issues.
• Educate users on bidding rules, payments, and logistics.
• Collect feedback and improve customer journey.
• Create FAQs and support guidelines.
KPIs
• Average response time
• Customer satisfaction score (CSAT)
• First-contact resolution rate
• Number of escalated disputes
• Repeat customer rate
• Support ticket closure time