Head of Customer Experiences

Role Overview

As the Head of Customer Experiences, you will be responsible for nurturing a motivated and cooperative workplace culture while guiding the professional development of internal staff. You will oversee the daily operational management of the customer support team, ensuring effective scheduling, shift management, training, and maintaining continuous 24x7x365 support coverage.

Key Responsibilities

• Lead and manage the Support team to ensure smooth day-to-day operations including shifts and training.
• Take full ownership of all support operations including recruitment, onboarding, employee development, and resolving escalated customer issues to improve customer satisfaction and NPS scores.
• Design scalable processes to enable the support team to grow alongside the company's expansion.
• Collaborate closely with leadership across teams to implement and achieve OKRs, driving overall team performance.
• Establish and enforce standard operating procedures for the Support department.
• Formulate and drive continuous improvement strategies targeting support team SLA enhancements.
• Coordinate cross-functional communication among Support, Sales, Operations, and Development to address customer feedback and issues.
• Generate and deliver performance reports demonstrating team efficiency to Engineering, Product, and Leadership stakeholders.

Candidate Requirements

• Proven ability to lead by example with complete accountability for customer concerns.
• Experience successfully managing teams and individual contributors with a track record in recruitment and team expansion.
• Proficient in Excel and data-driven decision-making.
• Skilled in handling customer escalations involving multiple organizational groups.
• Strong empathy for customers and ability to remain composed in a fast-evolving, high-pressure environment.
• Outstanding communication skills.