
Director of Customer Experience
2 days ago
We're hiring a strategic leader to spearhead our customer support function.
Job DescriptionThe ideal candidate will be responsible for managing high-priority customer escalations and shaping the technology roadmap to enhance both customer and agent experience.
- Lead and mentor a team on effective practices for handling customer grievances and ensuring service level agreement compliance;
- Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time
This is a senior leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership in a fast-paced environment.
Key Responsibilities- Develop and implement strategies to drive customer satisfaction, reduce churn, and build long-term improvements in customer support processes;
- Collaborate with stakeholders to design and deliver training programs for the escalation team;
- Provide expert guidance on process improvement initiatives and ensure seamless execution of projects;
- Maintain accurate records and reports to track key performance indicators (KPIs).
To succeed in this role, you'll need:
- A bachelor's degree in Business Administration or a related field;
- At least 5 years of experience in customer support management or a related field;
- Excellent communication and interpersonal skills;
- Ability to analyze complex data and make informed decisions;
- Strong leadership and problem-solving skills;
- Experience with project management tools and methodologies.
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