This role is within the Customer Success team where we create and improve experiences for our agents, striving for reliable, simple, exceptional world-class journeys.
What youll be doing:
- Mission Control - Act as the primary point of contact for escalated service delivery and customer experience issues, ensuring timely and effective resolution.
- Executive escalations.
- High level customer escalations.
- Outages & Emergency response.
- Last minute fire tiger team organization.
- Data insights gathering, streamlining and measurement.
- Templates and documentation standardization and library management.
- Process documentation support and communication/training assistance and coordination across stakeholder groups.
- Identify opportunities for process improvement and implement best practices to streamline operations.
- Foster a culture of continuous improvement, encouraging team members to contribute ideas and solutions.
- Service Delivery Optimization.
- Analyzing current service delivery processes and identify areas for improvement.
- Partnering with Sr Director to define and implement strategies to enhance the efficiency and effectiveness of service delivery.
- Collaborating with cross-functional teams to ensure seamless integration of new processes and technologies.
- Monitoring service delivery performance and ensure that key performance indicators (KPIs) are met or exceeded.
- Promoting a culture of learning and professional growth, encouraging team members to stay updated with industry trends and innovations.
- Facilitating knowledge sharing and best practice exchange within the team and across the organization.
Youll need to have:
- Bachelor's degree or four or more years of work experience.
- Four or more years of relevant work experience.
- Background work on customer support and customer success platforms and internal user experiences supporting the customer experience.
Even better if you have one or more of the following:
- Masters degree in Computer Science, Business Administration or related field
- Proven track record of successfully leading and motivating technical teams.
- Strong analytical, problem-solving, and troubleshooting skills.
- Excellent communication, interpersonal, and presentation skills.
Employment Type: Full Time, Permanent
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