
Senior Customer Experience Manager
14 hours ago
Customer Experience Specialist
About Us:We are a fast-growing organization that offers innovative solutions to companies with distributed workforces. Our mission is to deliver exceptional customer experiences.
Our Culture:We prioritize value creation for all stakeholders - employees, customers, and partners. We foster ownership, have a dynamic culture, and genuinely care about every member we hire.
Role Overview:As a Customer Experience Specialist, you will play a crucial role in ensuring customer satisfaction by overseeing and optimizing support operations. You will lead and manage the Customer Support team, focusing on delivering exceptional support and technical assistance to our customers.
This role involves ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.
Key Responsibilities:- Understand customer needs and expectations to provide effective and timely support.
- Foster a customer-centric culture within the support team.
- Provide technical guidance to the support team and customers.
- Lead and inspire a team of support professionals to achieve performance goals.
- Conduct regular team meetings and training sessions to enhance skills and knowledge.
- Identify and resolve complex technical & functional issues efficiently.
- Implement proactive measures to prevent recurring problems.
- Communicate effectively with customers, internal teams, and stakeholders.
- Collaborate with the product development team to provide insights from customer support.
- Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
- Measure and enhance customer experience with data-led decisions and tracking KPIs.
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