Lead Customer Experience Specialist
1 month ago
What you will do
As Lead Customer Experience Specialist, you will provide operational oversight on a global team, ensuring high-performance standards are consistently met. Collaborating closely with Customer Experience (CX) leadership, you'll provide hands-on training and guidance to your team, contribute to scaling processes, and drive operational efficiency enhancements through product and SOP improvements. Additionally, you'll monitor and report on CX performance and metrics to ensure the efficient and effective delivery of customer experience.
We are looking to hire this position out of India. Standard working hours will be 4:00 pm IST to 12:30 am IST upon completion of successful onboarding and training. Between 2 to 4 additional days per month will require schedule flexibility to ensure overlap with internal meetings.
Mentor, train, and lead a global team of Customer Experience Specialists, fostering a culture of excellence and continuous improvement to ensure a premier interview experience for our customers.Oversee shift schedules, ensuring adequate coverage and resource allocation to meet operational demands while optimizing team efficiency.Actively participate in on-call and day-to-day operations, providing hands-on support to address escalated issues and maintain service levels.Work with CX Leadership to develop and refine department Standard Operating Procedures (SOPs) to streamline processes, enhance productivity, and uphold quality standards in customer interactions.Monitor and manage queues, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs), regularly evaluating performance metrics to drive operational excellence and inform strategic decision-making.The experience you will bring
2+ years of experience leading remote, global Customer Support teamsStrong leadership and team management abilities, with a focus on fostering a collaborative and high-performance cultureA history of building, optimizing, and executing SOPs ensuring consistency in service deliveryExcellent analytical and problem-solving skills, with the ability to identify and resolve issues effectivelyData-driven mindset, using data to deliver results and highlight initiatives to make improvements to existing processFamiliarity with Google Suite, Zendesk, Slack, Slab, Deputy, Lessonly, or similar toolsExcellent English communication skills, both written and verbalApplicants, please note: submissions not 100% in English will not be considered.
Legal Employment Statement
Karat is a U.S. company. In order to work with individuals outside of the United States, we partner with a Professional Employer Organization (PEO). If hired for this position, your legal employer will be the PEO. This means your payroll, benefits offered, time off, etc., will be offered and managed by them.
Statement of Inclusivity:
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Karat.
We value a diverse workforce: people of color, womxn, and LGBTQIA+ individuals are strongly encouraged to apply.
If you have a disability or special need that requires accommodation, please let us know at .
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