Manager, Client Experience

About the role

Pebl is an AI-powered Global Work Platform™ that helps companies hire, pay, and manage employees in 185+ countries. As a Client Experience Manager based in Bengaluru, India, you will lead a team of HR Specialists within a unified global experience function, owning team performance, quality, and operational excellence for your assigned region. Day-to-day, you will balance hands-on operational leadership with strategic thinking—coaching team members, monitoring CSAT and productivity metrics, conducting QA reviews, and partnering cross-functionally to improve the customer and employee experience journey. This is a full-time, remote role.

What you’ll do

• Own and drive team performance within a unified global experience model, ensuring consistent, high-quality outcomes
• Act as the voice of the customer and supported employee by identifying and addressing systemic experience gaps
• Translate company strategy into clear team priorities, actionable plans, and measurable outcomes
• Build, lead, and develop a high-performing team of HR Specialists
• Conduct regular 1:1s to review performance, provide coaching, and support career growth
• Set clear expectations and hold team members accountable to performance, quality, and behavioral standards
• Oversee day-to-day operations, ensuring effective prioritization, SLA adherence, and consistent service delivery
• Own and monitor key performance metrics, including CSAT, response and resolution times, quality, and productivity

What you’ll bring

• Proven experience leading teams in customer experience, HR operations, service delivery, or similar environments
• Strong track record of driving performance, accountability, and operational excellence
• Experience working in global or cross-regional environments
• Excellent coaching, people development, and leadership skills
• Ability to navigate ambiguity and lead through change with confidence
• Strong analytical mindset and experience using data to drive decisions
• Exceptional communication, collaboration, and stakeholder management skills

Skills

Benefits

• Flexible Time Off
• Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan