What you will do:
- Manage a team of Associates focused on Community Engagement & Customer Success
- Manage team KPIs and oversee multiple channels of communication with our customers
- Build workflow processes and engagement guidelines for the team
- Collaborate with Operations and Product teams to continuously improve our Customer experience
- Improve training and quality control to ensure a consistent high-quality experience across all channels and customer touchpoints
Who you are:
- Customer centric: Obsessed with customer experience and genuinely empathise with our users
- Communication: Excellent written and oral communication skills
- Process-oriented: You love the idea of interworking systems and structured processes.
Familiar with various SaaS tools.
- Time management: You have excellent time management and prioritization skills and can handle multiple tasks with ease.
- Problem-solver: You are able to solve problems quickly and effectively.
- 5+ years experience with 3+ years of experience managing a team in a customer success or community management role.
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