
Customer Experience Lead
Há 2 dias
We're seeking a skilled professional to lead our customer care team.
- Main Responsibilities:
- Lead and motivate a team of customer care specialists, focusing on effective communication, problem-solving, and cultural awareness.
- Investigate and research complex customer requests, identify solutions, and escalate issues when necessary.
- Provide timely problem resolution to customers or redirect cases to internal resources.
- Implement strategies to enhance customer loyalty and retention.
- Research and interpret company resources to resolve issues.
- Initiate status reports to customers in case of delays.
- Collaborate with Product and Development teams to gather customer feedback.
- Identify opportunities to streamline workflows and improve efficiency.
- Create support materials, such as FAQs, user manuals, and articles.
Requirements:
- Experience in B2B SaaS and HR/Employer of Record sectors.
- Excellent communication skills and autonomy.
- Ability to quickly understand and solve complex customer requests.
- Training and mentoring new team members.
What We Offer:
A diverse and inclusive workplace with colleagues from around the globe.
The chance to contribute to our impact program addressing environmental and social issues.
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