
Customer Experience Lead
17 hours ago
Job Title:
Customer Experience LeadAbout the Role:
- We are seeking a highly skilled and experienced professional to lead our customer support team.
Responsibilities:
- Strategic Planning: Develop and implement a global strategy for customer support that aligns with our company's vision.
- Process Improvement: Build Standard Operating Procedures (SOPs) to ensure quick resolution and consistent experiences across all touchpoints.
- Team Leadership: Lead, mentor, and scale a global team of 50+ support agents and team leads across EMEA and APAC.
Performance Metrics:
- KPIs: Define Key Performance Indicators (KPIs) to measure team performance.
- Regular Reviews: Raise regular performance reviews to drive accountability.
Innovation and Efficiency:
- Process Optimization: Streamline processes to improve efficiency and reduce bottlenecks.
- Automation Opportunities: Explore automation opportunities to enhance customer support.
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