Assessment
New

Team Lead, Customer Experience

Anonymous Employer

Why is there a skills assessment?
The employer wants to assess each candidate equally and fairly, and give you the opportunity to show your abilities.
How long is the assessment?
Normally between 25 - 45 mins depending on the skill being assessed.
Can I retake the assessment?
No, you can't re-take an assessment
Make sure you are ready and can focus 100% with no distractions.

Job Summary

Your mission is to help make sure the Customer Experience (CX) team delivers exceptional service to our customers through multiple channels that would boost users' confidence in the brand and influence business efficiency and productivity.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 4 years

Job Description/Requirements


Reporting to Head, Customer Experience & Operations

Direct Reports: Customer Experience Analyst


Key Responsibilities

● Coordinate a team of Customer Experience Advocates, ensuring your team is working to solve client inquiries in a timely and effective manner and hitting the NPS goals.

● Assume the voice of our clients to communicate goals and issues with senior leadership within the company.

● Focus on how to scale our support processes (e.g. customer onboarding education, product training) and create playbooks to continually increase efficiency and effectiveness.

● Proactively develop medium/longer-term initiatives that anticipate customers needs, and innovate on new ways to improve customer satisfaction.

● Assume all escalation issues that arise and work with key stakeholders and clients directly to solve their problems.

● Collaborate with other departments to find solutions to customer pain points.

● Create reports to update the Head of Operations and Experience and other stakeholders on progress.


Key Relationships

● Sales Team

● Products Team

● Marketing Team

● BI Team


Key Skills & Competencies

● BSC in Social Science or a related field

● Has 4+ years’ experience in a customer service role with demonstrated experience providing outstanding customer support in a high-volume environment, with phone and email support experience.

● 2+ years proven team leadership role

● Data-driven with a strategic mindset

● Excellent people management and problem-solving skills

● Enjoys implementing new processes that make other people’s lives easier.


Skills

● High attention to detail and willingness to get in the weeds to fix a problem

● Experience with at least one, modern CRM

● Approaches work with a collaborative mindset and possesses great interpersonal skills.

● Self-development skills to keep-up-to-date with fast-changing trends

● Professional approach to time, costs and deadlines.

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