Customer Experience Manager

Job description

Purpose of the Role SavATree is building a specialized customer experience organization designed to deliver consistent, responsive, and premium service across all markets. The Customer Experience Manager will build, lead, and scale SavATree’s centralized inbound customer experience team. This team serves as the first touchpoint for prospective customers—responding to inbound phone calls and web inquiries, conducting initial discovery, documenting customer needs in CRM, and scheduling high-quality appointments with Sales Arborists. This role is critical to driving organic growth and brand perception. The Customer Experience Manager will ensure every customer interaction reflects the SavATree brand—professional, consultative, friendly, and efficient—while delivering measurable performance results. Essential Functions of the Role: Inbound Lead Response Leadership - Build and scale a centralized inbound team (anticipated ~12 team members at scale). - Oversee all inbound phone calls and web form inquiries from prospective customers. - Ensure rapid response standards, including call answer rate, calls handled, and a target of 60-second response time on inbound web inquiries. - Establish...