Head of Customer Experience

hace 1 mes

Barcelona, Barcelona, España Mira A tiempo completo
About Mira

Mira is a pioneering hormonal health company based in San Francisco, dedicated to providing innovative solutions for individuals and couples navigating their fertility journey. With a strong focus on integrative care and hormonal testing, Mira has established itself as a leader in the femtech industry.

The Role

We are seeking an experienced Head of Customer Experience to lead our customer support team and develop strategies to enhance the overall customer experience. The ideal candidate will have a proven track record of building and managing high-performing teams, as well as a deep understanding of customer experience best practices.

Key Responsibilities
  • Lead the customer support team to improve support efficiency and customer satisfaction
  • Hire, onboard, and evaluate the performance of team members, develop career growth plans, and conduct regular training sessions
  • Optimize customer support processes to foster future growth and scalability
  • Develop and analyze key metrics (FRT, ART, CSAT) to identify areas for improvement and implement incentive programs
  • Manage and understand data around the volume of incoming tickets and balance the team's workload
  • 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
Requirements
  • Bachelor's degree in business, marketing, or a related field
  • 3+ years of experience in a leading position in customer support and experience, 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
What We Offer

We offer a competitive salary, a performance-based bonus system, and a range of benefits, including paid vacation, holidays, and sick leaves. We also provide professional development opportunities, including training courses, workshops, and seminars.

We are a remote-friendly company, with a 40-hour workweek and flexible working hours. We are committed to helping our customers achieve the highest possible success rates and outcomes, and we are looking for a talented individual to join our team and help us achieve this goal.

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