
Customer Experience Lead
6 days ago
About the Role:
We are seeking an experienced leader to oversee customer service operations, driving efficiency and satisfaction.
Key Responsibilities:
- Manage day-to-day customer service operations, ensuring maximum efficiency and customer satisfaction.
- Lead and manage a team of customer service professionals, setting performance expectations and targets.
- Spearhead process improvement initiatives, streamlining customer service processes and building new workflows.
- Design and implement effective training programs to enhance employee skills and ensure consistent service quality.
- Transition and integrate new technologies, such as CRM systems, telephony services, and process automation tools.
Required Qualifications & Skills:
- Minimum 9-15 years of experience in customer service operations, with at least 3-5 years in a managerial or senior managerial role.
- Proven track record of managing large teams (80+ direct reports, 150+ indirect stakeholders).
- Ability to assess operational challenges and develop practical solutions that enhance service delivery and customer satisfaction.
- Strong communication and analytical skills, with expertise in crafting clear and actionable communication to stakeholders.
- Experience working in a startup environment with evolving systems and tools.
We offer a competitive compensation package, including benefits and opportunities for growth and development.
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