Responsibilities

• Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
• Review and improvise existing policies to scale up on existing quality standards
• Recruit, train and build professional development plans for the customer facing team.
• Monitoring team performance, productivity and service levels on an ongoing basis.
• Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media channels.
• Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up.
• Review team and business performance statistics, determine and document areas that may need improvement.
• Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience.
• Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
• Establish formal service level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards.
• Track and review performance of the team on a consistent basis, conduct feedback sessions with team members.
• Use data to inform all layers of our operating processes and strategic direction—such as the timing of customer touch points and how we ensure consistent customer outcomes
• Work closely with sales to set up a process to manage our on website chat and ensure maximum lead conversion
• Own our online support documentation and work with marketing and product to ensure it is updated
• Work with PM, sales and other stakeholders to set up processes for priority support, phone support and define an escalation matrix
• Plan initiatives to empower the support team to transition into a more solutioning function hence reducing dependency on Product Management