Customer Experience and Quality Manager
Gotcha.am
Deadline:
Description
In 2020, when gotcha opened its first conceptual boba bar, it brought a fresh perspective to Armenia’s beverage culture. Today, gotcha is much more than just drinks — it is a lifestyle that brings together people who value high quality, a positive atmosphere, and the freedom of self-expression.
Today, gotcha operates 9 locations across different areas of Yerevan and continues to expand, with a forward-looking vision toward international markets. We are constantly looking for proactive, energetic, and creative individuals who are ready to create, grow, and evolve together with us.
We are looking for a Customer Experience and Quality Manager who will elevate service quality, inspire the team, and strengthen the brand’s presence.
Responsibilities
1. Customer Experience Ownership & Improvement
- Own the CX system, ensuring all touchpoints deliver a consistent, high-quality experience
- Oversee escalations and personally intervene in complex or high-impact cases
- Analyze complaints to identify root causes, then design and implement solutions to prevent recurrence
- Identify pain points, friction areas, and opportunities to create “wow” moments
- Proactively address systemic and recurring CX issues, not only individual complaints
- Lead and support CX improvement projects in collaboration with Operations, Marketing, HR, Product, and Tech teams
- Ensure that routine support tasks are handled efficiently by support/admin, freeing the CX Manager to focus on strategic improvements
2. Customer Interaction & Support
- Handle selected customer inquiries, requests, and complaints via phone, email, chat, and social platforms
- Provide timely, professional, and empathetic responses in line with Gotcha service standards
- Manage escalated or sensitive customer cases requiring judgment and brand-level decisions
- Ensure effective and fair resolution of customer issues, including escalation when needed
- Maintain accurate records of customer interactions and cases
- Use direct customer interactions as input for identifying recurring issues and experience gaps
3. Feedback, Analytics & Reporting
- Collect, analyze, and synthesize customer feedback from reviews, surveys, social platforms, and direct interactions
- Track and interpret CX metrics including CSAT, NPS, response time, resolution time, and repeat feedback patterns
- Identify CX trends and translate insights into clear improvement actions
- Prepare regular CX reports and recommendations for management
4. Quality, Process & Standards Management
- Develop, implement, and maintain service recovery guidelines (e.g., refund, remake, complimentary items) to ensure consistent and fair resolution of customer issues
- Define and manage staff empowerment levels, enabling independent service recovery decisions within clearly established limits
- Maintain, monitor, and continuously improve customer service guidelines, scripts, and overall CX processes
- Participate in regular quality assurance reviews and service consistency checks across locations
- Contribute to the creation and enhancement of CX playbooks, service standards, and service recovery frameworks
- Support onboarding and training of new team members on CX principles and Gotcha service standards
- Implement on-the-job customer service training sessions and conduct operational audits
- Lead QA and Mystery Shopping programs to assess service quality and customer experience
- Conduct regular internal and external mystery shopping visits
- Prepare monthly branch-level CX scorecards to track performance and identify improvement areas
- Audit key customer touchpoints, including greeting, service speed, cleanliness, order accuracy, upselling opportunities, atmosphere, and closing interactions
5. Customer Advocacy & Loyalty
- Act as the voice of the customer within the organization
- Build long-term customer relationships and support loyalty initiatives
- Contribute to customer retention, engagement, and brand trust
- Ensure customer insights are reflected in operational and service decisions
- Support Gotcha’s competitive advantage through superior customer experience
6. Sales Enablement & Service Coaching
- Build and run a Gotcha Sales Playbook (suggestive selling, add-ons, size upgrades, bundles)
- Train teams on recommendation language that feels premium, not pushy
- Create service scripts for peak hours, queue management, handoff moment
- Run weekly coaching cycles: observe → score → coach → re-check
- Own onboarding certification for cashier/barista basic selling behaviors
- Partner with Marketing/Product departments to train new launches (what to say + what to suggest with it)
Key Performance Indicators (KPIs)
Customer Experience & Satisfaction
- NPS (Net Promoter Score) trend
- CSAT (Customer Satisfaction)
- Online ratings and review sentiment
- Repeat customer and retention indicators
Service Quality & Efficiency
- First response time
- Resolution time
- First-contact resolution rate
- Reduction in recurring customer complaints
Sales & Service Behavior Performance
- AOV (Average Order Value) by branch
- Add-on attachment rate (toppings, extras, size upgrades)
- Items per ticket / bundle rate
- Conversion rate (visitors → purchases), where data is available
Training, Coaching & Quality Effectiveness
- Training completion rate and certification pass rate
- Mystery shopping / QA score improvement (month-over-month)
- Coaching coverage: percent of frontline staff coached monthly
- Reduction of top recurring service mistakes
(order accuracy, service speed, upsell behavior, service flow adherence)
CX Improvement & Impact
- Number and impact of CX improvement initiatives implemented
- Decrease in repeat issues through preventive actions
- CX consistency across locations
Requirements
Experience
- 3+ years of experience in Customer Experience, Customer Support, Hospitality, Retail, or Service-oriented roles
- Hands-on experience with customer interaction channels (phone, digital, social platforms)
- Experience working with customer feedback, service metrics, and improvement initiatives
- Experience in training / coaching frontline teams
- Hospitality service excellence / retail coaching background
Skills & Competencies
- Strong communication skills with a natural sense of empathy
- Analytical mindset with the ability to identify patterns and root causes
- Ability to collaborate cross-functionally and influence without formal authority
- Strong organizational and follow-up skills
- Calm, solution-oriented approach under pressure
- Customer-obsessed and detail-oriented
- Proactive, curious, and improvement-driven
- Comfortable balancing operational work with strategic thinking
- Background in hospitality, cafés, or F&B
- Experience with CX tools, NPS, mystery shopping, or service audits
- Training or coaching experience with frontline teams
- Ability to design and document service scripts, CX playbooks, checklists, and operational guidelines for frontline teams
- Comfortable with regular field work and weekly visits to multiple locations
Why Join Gotcha?
- Be part of a brand where experience matters as much as the product
- Shape how thousands of customers feel every day
- Work in a fast-growing, energetic, people-driven environment
We offer:
- Autonomy to take initiative and drive CX improvements
- Continuous support and training as partners in your professional growth
- A real opportunity for career advancement across the entire gotcha network
In the heart of Yerevan, Armenia, in 2020 has been foundeed a small but vibrant boba tea company known as Gotcha. Gotcha has been a beacon of Asian flavors and cultural exchange, delighting locals and visitors alike with its delectable bubble tea creations. Gotcha's journey began when an enthusiastic girl, our CEO founder, decided to bring the unique charm of Asian boba tea to her beloved city. Inspired by her travels throughout Asia, where she fells in love with the tantalizing flavors of bubble tea, she dreamed of sharing this experience with her fellow Armenians.
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