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Head of Customer Experience

hace 2 meses

Barcelona, Barcelona, España Mira A tiempo completo

About Mira

Mira is a leading hormonal health company providing integrative care and hormonal testing for thousands of customers. As a pioneer in the femtech industry, Mira has been recognized for its innovative approach to fertility solutions.

The Position

We are seeking an experienced Head of Customer Experience to oversee and enhance the overall experience for customers interacting with our company. The ideal candidate will have a proven track record of building and managing customer support teams and developing effective customer experience strategies.

Responsibilities

  • Lead the customer support team to improve support efficiency and customer satisfaction
  • Hire, onboard, and evaluate performance of the team, develop career growth plans, conduct trainings, and personal 1:1 with team members
  • Optimize customer support processes to foster future growth
  • Develop KPIs for the department and analyze key metrics (FRT, ART, CSAT) to identify areas for improvement and incentive programs
  • Manage and understand data around the volume of incoming tickets and balance the team's workload
  • Utilize data analysis to identify opportunities for automation and AI assistance in customer support, optimizing processes to be scalable for future growth
  • Collaborate with marketing and product development to improve the customer experience throughout the entire customer journey
  • Project manage customer experience initiatives and audit quality of support on all touchpoints to suggest optimization
  • Ensure that customer support voice is aligned with brand voice and develop standard templates if needed
  • Handle escalations and take ownership of customers' issues – follow problems through to resolution

Requirements

  • Bachelor's degree in business, marketing, or a related field
  • 3+ years of experience in a leading position in customer support and experience, customer service, or a related field, managing a team of 4+ agents
  • Strong analytical skills and the ability to use data to drive decision-making, build reports, and analyze statistics
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
  • Experience working with Shopify and popular ticket systems for e-commerce
  • Proven ability to develop and implement successful customer experience strategies
  • Knowledge of customer experience best practices and industry trends
  • Experience in the development and implementation of customer engagement programs
  • Troubleshooting and multi-tasking skills
  • Ability to focus on the process and drive decisions
  • Proficiency in English (advanced or higher)

What We Offer

  • A competitive salary and performance-based bonus system
  • A fast-paced and collaborative work environment where we encourage open communication, ownership, and independence
  • Paid vacation, holidays, and sick leaves
  • Professional development opportunities - training courses, workshops, and seminars