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Director of Customer Experience

hace 2 meses

Barcelona, Barcelona, España Preply A tiempo completo

Job Summary

We are seeking a highly motivated and customer-obsessed Director of Customer Experience to oversee and lead our support strategy at Preply. This leader will be responsible for managing a large, global team, implementing scalable processes, optimizing the customer experience, and ensuring operational excellence across multiple touch points.

Key Responsibilities

  • Strategic Leadership & Vision
    • Develop and execute a comprehensive customer support strategy that supports the overall business objectives, with a focus on chat support as the primary communication channel.
    • Scale customer support operations to accommodate rapid growth while maintaining a high level of customer satisfaction and efficiency.
    • Set and communicate a clear vision for customer support that delivers an exceptional brand experience through customer support channels.
  • Operational Excellence, Tooling and Automation
    • Oversee day-to-day operations of the customer support team, ensuring SLAs and KPIs are consistently met or exceeded, with a strong emphasis on real-time chat responsiveness.
    • Implement effective quality assurance processes to ensure all customer interactions align with brand standards and deliver high-quality experiences.
    • Lead efforts to continuously optimize workflows, technology, and tools to enhance the efficiency and effectiveness of chat-based support.
  • Team Development & Management
    • Recruit, train, and mentor a diverse and talented global customer support team, ensuring that team members are equipped to handle customer inquiries with empathy, efficiency, and expertise.
    • Foster a culture of continuous improvement, customer focus, and professional development within the team.
    • Promote data-driven performance management, ensuring individual and team performance aligns with business goals and customer satisfaction targets.
  • Customer Experience Optimization
    • Collaborate cross-functionally with Product, Engineering, Marketing, and Supply teams to surface key insights from chat support that can help improve product functionality, user experience, and operational processes.
    • Lead efforts to personalize and optimize chat support by integrating AI and automation solutions, ensuring a seamless experience for customers.

Requirements

  • Proven experience in customer support leadership, with a focus on strategic planning and operational excellence.
  • Strong understanding of customer experience principles and ability to develop and execute a comprehensive customer support strategy.
  • Excellent leadership and management skills, with the ability to recruit, train, and mentor a diverse and talented global team.
  • Strong analytical and problem-solving skills, with the ability to drive data-driven performance management and continuous improvement.