Cx Expert

14 hours ago

bangalore, India beBeeCustomer Full time

Are you ready to drive customer success?We're on a mission to make minds sharper and healthier. To achieve this, we need a Customer Experience (CX) Leader who can elevate support quality, build scalable processes, and turn customer insights into product improvements.About the RoleThis is a unique opportunity to lead a small, high-performing team of 3-4 members in delivering exceptional customer experiences. As a CX Lead, you will be responsible for owning CX quality standards, reviewing mechanisms, coaching specialists, and shaping workflows in Zendesk.ResponsibilitiesOur ideal candidate will have the following skills and qualifications:Quality & Leadership: Own CX quality standards and review mechanisms. Coach specialists on tone, clarity, reasoning, and empathy.Operations & Process: Build scalable Zendesk workflows: routing, tagging, macros, reporting. Analyze recurring issues and reduce ticket volume with product partners.Product Insight: Represent the user perspective—especially older adults and less tech-savvy users. Provide structured feedback to Product, Engineering, and QA.Ai & Automation: Identify where AI/automation should and shouldn't be used. Prioritize safe, high-value automation inside Zendesk (agent-assist, workflows).Team Development: Mentor CX specialists, onboard new hires, and build skill-development plans. Track productivity and foster a calm, user-centric culture.Your BackgroundTo succeed in this role, you'll need:8–10 years in CX/supportExcellent written communication (Email support - a must have)Worked with US customers (consumer or SAAS)3+ years leading or mentoring a teamStrong analytical and root-cause skillsDeep hands-on experience with ZendeskIf you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you

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