Lead and manage the Customer Experience team, ensuring KPIs and SLAS are consistently met or exceeded.
Oversee day-to-day team operations, including creative resource planning and strategies and operations implementation.
Serve as subject matter expert for all work-related duties.
Monitor team performance, including ticket resolution rates, response times, and customer satisfaction scores, using tools like Freshdesk.
Optimize support workflows and processes to improve efficiency and customer outcomes.
Coach, mentor, and develop team members through regular feedback sessions, training, and performance reviews.
Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
Collaborate with internal stakeholders (e.g., logistics, fulfillment, content teams) to resolve systemic issues affecting customer experience.
Maintain a 24-hour first response time across all support channels, ensuring round-the-clock service coverage.
Analyze support metrics and regularity report on team performance, highlighting trends, wins, and areas for improvement.
Contribute to the development and implementation of customer experience strategies that drive satisfaction, loyalty, and retention.
Stay updated on best practices in customer support and recommend improvements to tool processes, and workflows.
MINIMUM REQUIREMENTS AND QUALIFICATIONS
Education: Bachelor’s/College degree
Experience: 1-2 years of leadership experience in chat email support
Language: Excellent communication skills in English