Global Customer Experience Director
hace 2 días
The Global Lead Customer Experience will oversee a team of 5 experts in Customer Experience and Engagement, driving excellence in customer interactions across 3 markets.
Main Responsibilities:- Create engagement strategies and take ownership of key engagement metrics (churn, upsell, downsell) across 3 markets.
- Build, lead, develop, and train a high-performing team, ensuring the professional growth of each team member.
- Ensure seamless coordination and communication with other teams: Product, Marketing, and Sales.
- Take ownership of Customer NPS and define actions to improve results, ensuring exceptional customer experience and high service levels.
- Support and assist clients (in alignment with the Support Lead).
- 4+ years of experience in customer care/customer service, with at least 2+ years in a leadership position.
- Essential to have previous experience in SaaS.
- Previous experience in a startup is preferred.
- Proven track record of successfully managing, coaching, and developing a team.
- Data-driven with experience in customer service software (e.g., Intercom) and CRM tools (e.g., Hubspot).
- Structured mindset with attention to detail, always eager to optimize processes and team efficiency.
- Service and customer-obsessed mindset.
- Ability to thrive in a fast-paced and evolving environment.
- Strong analytical and problem-solving ability with a data-driven mindset.
- Strong stakeholder management skills and ability to perform under pressure.
- Excellent verbal and written communication skills in English.
- Work on a disruptive project helping entrepreneurs and small businesses focus on what they love.
- Opportunities for growth and professional development, and you will learn from all areas.
- Being part of a startup that is growing internationally, where you can influence various teams and help shape the strategy of tomorrow.
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