Head of Customer Experience
1 semana atrás
Job Opportunity:
OverviewEmployer Industry: E-commerce Retail (Wine Industry)
Key responsibilities for this position include overseeing the day-to-day operations of the Customer Service department, ensuring efficient functioning.
Responsibilities- Lead and coach team members on development opportunities and support issues.
- Handle customer escalations requiring specialized attention and resolution.
- Track and improve key performance metrics, such as CSAT, response time, and QA scores.
- Cross-functionally collaborate with other departments to enhance service delivery.
- Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics.
- Ability to learn new areas of support and perform at a high level.
- Proactive and solution-oriented mindset.
- Strong verbal and written communication skills.
- Interpersonal skills to effectively support and guide team members.
- Experience with advanced support tasks and training within customer service environments.
- Familiarity with knowledge management systems and customer service platforms like Zendesk.
#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth
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