Customer Experience Manager

About the role

As a Customer Experience Manager at Emapta, you will lead high‑performing teams and strengthen partnerships with international clients across the US, Europe, Canada and Australia. Based in Bogotá, you will drive service excellence, elevate customer satisfaction and contribute to long‑term client success.

Key responsibilities

• Oversee and continuously improve the overall customer experience to achieve high satisfaction scores.
• Build and maintain strong relationships with global clients across multiple regions.
• Lead and support large teams (200+ employees) to boost engagement, performance and continuous improvement.
• Manage customer concerns and deliver timely, effective resolutions.
• Collaborate with cross‑functional teams to refine processes and service outcomes.
• Monitor key performance metrics and implement data‑driven improvements.
• Maintain clear, consistent communication with clients and internal stakeholders.

Required profile

• 1‑3 years of experience managing international clients.
• Advanced English communication skills (B2‑C1).
• Proven ability to lead large teams and handle stakeholder management professionally.
• Strong adaptability in fast‑paced, changing environments.
• Excellent teamwork and interpersonal skills.
• Availability to work on Colombian or U.S. holidays as needed.

Required skills

• Microsoft Excel (intermediate proficiency).
• Monday.com (experience is an advantage).

What we offer

• 5‑day work week with weekends off.
• 20 vacation days per year.
• Prepaid medical coverage.
• Fully customized Emapta laptop and peripherals.
• Direct exposure to clients and career growth opportunities.
• Diverse and supportive work environment in prime office locations (Bogotá and Medellín).
• Unlimited upskilling through Emapta Academy courses.