Head of Customer Experience
hace 2 semanas
Mira is a pioneering hormonal health company based in San Francisco, dedicated to providing innovative solutions for women's health. With a strong focus on integrative care and hormonal testing, they have established themselves as a leader in the femtech industry.
In 2023, Mira was recognized by Inc. 5000 as one of America's fastest-growing femtech companies. Their mission is to empower women to make informed decisions about their health by developing data-driven solutions.
The RoleWe are seeking an experienced Head of Customer Experience to lead our customer support team and drive customer satisfaction. The ideal candidate will have a proven track record of building and managing high-performing teams, developing customer experience strategies, and driving business growth.
Responsibilities- Lead the customer support team to improve support efficiency and customer satisfaction
- Hire, onboard, and evaluate the performance of the team, developing career growth plans and conducting regular training and feedback sessions
- 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 incoming tickets and balance the team's workload
- Collaborate with marketing and product development to improve the customer experience throughout the customer journey
- Project manage customer experience initiatives and audit quality of support on all touchpoints
- Ensure the customer support voice is aligned with the brand voice and develop standard templates as needed
- Handle escalations and take ownership of customers' issues, following problems through to resolution
- Bachelor's degree in business, marketing, or a related field
- 3+ years of experience in a leading position in customer support and experience, managing a team of 4+ agents
- Strong analytical skills and the ability to use data to drive decision-making, build reports, and analyze statistics
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
- Experience working with Shopify and popular ticket systems for e-commerce
- Proven ability to develop and implement successful customer experience strategies
- Knowledge of customer experience best practices and industry trends
- Experience in the development and implementation of customer engagement programs
- Troubleshooting and multi-tasking skills
- Ability to focus on the process and drive decisions
- Proficiency in English (advanced or higher)
We offer a competitive salary, performance-based bonus system, and a range of benefits, including paid vacation, holidays, and sick leaves. We also provide professional development opportunities, including training courses, workshops, and seminars.
Recruiting ProcessThe recruiting process consists of four steps: screening call with HR, assessment task, interview with CMO and CS Manager, and final interview with CEO.
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