Customer Experience Director

hace 3 días

Barcelona, Barcelona, España Mira A tiempo completo

About Mira

Mira is a leading hormonal health company providing innovative solutions for individuals seeking to enhance their fertility journey. With a strong focus on data-driven decision-making, Mira aims to empower women and individuals to make informed choices about their reproductive health.

The Position

We are seeking an experienced Head of Customer Experience to oversee the development and implementation of customer experience strategies that drive engagement, satisfaction, and loyalty. The ideal candidate will possess a deep understanding of customer support operations and a proven track record of improving customer experience through process optimization and team leadership.

Responsibilities

  • Lead the customer support team to enhance support efficiency and customer satisfaction
  • Hire, onboard, and evaluate the performance of team members, develop career growth plans, conduct trainings, and provide personal coaching
  • 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
  • Utilize data analysis to identify opportunities for automation and AI assistance in customer support, optimizing processes 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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