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Customer Experience Leader
hace 1 mes
Mira is a San Francisco-based company revolutionizing hormonal health with integrative care and innovative testing solutions. As a leader in the femtech industry, we've been recognized by Inc. 5000 as America's fastest-growing company in 2023.
Our mission is to empower women and individuals to take control of their fertility journey with data-driven solutions. We've pioneered the market's only FDA-compliant at-home fertility monitor with quantitative technology.
We're committed to delivering personalized care, leveraging cutting-edge technology, and science-backed data to help our customers achieve the highest possible success rates and outcomes.
The PositionWe're seeking a Head of Customer Experience to oversee and enhance the overall experience for customers interacting with our company.
The ideal candidate is an experienced leader in building and managing customer support teams, with a proven track record of developing and implementing customer experience strategies.
Responsibilities- Lead the customer support team to improve support efficiency and customer satisfaction.
- Hire, onboard, and evaluate the 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.
