
Customer Experience Champion
1 day ago
We are seeking an experienced Customer Support Specialist to lead and manage our customer service function. The ideal candidate will have a strong understanding of customer service practices and customer journey management within tech or SaaS companies.
Key Responsibilities- Lead and manage the customer service function to deliver high-quality support experience to clients and partners.
- Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations.
- Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
- Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
- Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience.
- Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
- Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
- Previous experience in the insurance or InsurTech space is a strong advantage.
- Proven track record of leading and scaling customer service operations in a fast-paced environment.
- Proficiency with customer support platforms and CRM systems.
- Exceptional problem-solving skills and a proactive approach to resolving customer challenges.
- Fully remote work arrangement.
- Competitive remuneration package.
- Performance bonus.
- Stock options after 6 months.
- Company activities and events.
- Learning and development plan.
- Remote work allowance.
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