
Customer Experience Lead
7 days ago
Customer Experience Lead Job Summary
DescriptionThis role focuses on fostering exceptional customer interactions in a fast-paced environment. You will be responsible for managing a team of specialists, handling customer inquiries, resolving issues promptly, and collaborating with operations to ensure seamless service delivery.
Key Responsibilities:
- Oversee the performance of a team of 3-10 guest experience specialists, driving service excellence during each shift
- Accountable for team metrics and direct reports' goals, aiming to reach productivity, efficiency, and quality targets
- Manage customer communications and personalized service through various channels, including phone, SMS, WhatsApp, chat, and email
- Resolve escalated customer issues efficiently and effectively
Requirements
We seek an experienced professional with:
- At least 3 years of industry experience, preferably in a customer-facing role
- 2+ years of management experience, overseeing a customer service or call center team
- Excellent communication and organizational skills, with a passion for delivering creative solutions to customers
- Strong analytical, strategic, and collaborative abilities
Benefits
This role offers opportunities for growth and development in a dynamic work environment.
About Kasa
Kasa is a leading hospitality brand that provides stylish, professionally managed accommodations to business and leisure travelers.
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