Customer Experience Director

hace 3 días

Barcelona, Barcelona, España Mira A tiempo completo
About Mira
Mira is a San Francisco-based hormonal health company dedicated to providing integrative care and hormonal testing for individuals. Our mission is to develop data-driven solutions to empower women and individuals to make informed health decisions throughout their lives.

The Position
We are seeking a seasoned Customer Experience Director to oversee and enhance the overall experience for customers interacting with our company. The ideal candidate is experienced in building and managing customer support teams and developing 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 1:1s 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.

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