Champion a seamless, customer-focused post-sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements
Job Summary
Champion a seamless, customer-focused post-sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements.
Oversees all customer support channels (voice, chat, email, social media) ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.
Mentors and grows leadership within the customer experience team, including supervisors, team leads, managers and trainers.
Matching Summary
Champion a seamless, customer-focused post-sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements.
Skills & Requirements
Must-have
24/7 consumer support operation
high-volume customer support
driving performance across support channels
achieving key service metrics
leading continuous process improvements
resolving escalations
shaping the end-to-end customer journey
Nice-to-have
customer obsession culture
strategic operational excellence
best in class software implementation
Key Requirements
Bachelor’s degree in Business, Operations, or related field (MBA preferred)
8+ years of progressive leadership in customer service or customer experience