Customer Experience and Quality Manager

This full-time position at Gotcha.am in Yerevan focuses on overseeing the customer experience system across the company’s nine boba bar locations. The role involves managing escalations, analyzing complaints to find root causes, and implementing solutions to prevent future issues. You will identify friction points and design opportunities to enhance the customer journey while collaborating with operations, marketing, HR, product, and tech teams. Day-to-day tasks include handling selected inquiries via phone, email, chat, and social media, ensuring responses are timely, professional, and empathetic. The manager must also maintain accurate records of interactions and make brand-level decisions for sensitive cases. The advert does not specify required skills, tools, qualifications, or language requirements. It also does not detail the working arrangement, such as office hours or shift patterns. This role suits proactive, energetic, and creative individuals who are ready to grow with the company. The employer seeks someone who can inspire the team and strengthen the brand’s presence as it expands toward international markets. The position is ideal for those who value high quality and a positive atmosphere in the beverage industry.