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Visionary Customer Experience Leader
3 semanas atrás
This role oversees the Business Customer Support Team, fostering high-quality customer experiences through efficient processes and effective leadership.
The team serves as the primary point of contact for customers and plays a significant part in shaping the company's reputation. Each interaction must be handled with professionalism and competence.
The ideal candidate will ensure that team members are highly engaged, motivated, equipped with necessary tools, and empowered to contribute to strategy and growth opportunities.
- Collaborate with other departments and leads to meet customer objectives.
- Evaluate and maintain resources, training, and knowledge to resolve issues independently in a timely manner.
- Maintain a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications.
- Maintain a high level of communication within the team internally and externally.
- Develop and maintain customer satisfaction measurement metrics.
- Define and implement procedures and policies to deliver high-quality service to customers (both internal and external) and adhere to strict SLAs.
Key Qualifications:
- Proven track record as a people lead in customer service or a customer-facing operations team.
- Passionate about customer experience, technology, leading people, and building teams.
- Reliable, able to multi-task, and take responsibility in challenging situations.
- Data-driven, able to dive into numbers to support process improvements, prioritization, and forecasting.
- Self-starter, able to find areas of improvement and take ownership.
- Exceptional communicator, calm, and comfortable when giving or receiving feedback.
- Team-builder, hands-on, and dedicated to developing the team and ensuring business needs are met.
