Head of Customer Experience Director
hace 3 días
About Mira
Mira is a leading hormonal health company providing integrative care and hormonal testing solutions for individuals and families. With a strong commitment to innovation and customer satisfaction, Mira has established itself as a trusted partner in the femtech industry.
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 high-performing 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 provide personal coaching
- Optimize customer support processes to foster future growth and scalability
- Develop key performance indicators (KPIs) for the department and analyze metrics to identify areas for improvement and opportunities for automation and AI assistance
- 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
- Proven experience in building and managing high-performing customer support teams
- Strong leadership and communication skills
- Ability to analyze data and identify opportunities for improvement
- Experience with customer experience strategies and process optimization
- Collaborative mindset and ability to work with cross-functional teams
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