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The **Global Lead Customer Experience** will manage a team of 5 experts in Customer Experience and Engagement. The main tasks will include:
- Create engagement actions and take ownership of the main engagement KPIs (churn, upsell, downsell) across 3 markets.
- Build, lead, develop, and train a team of top performers, ensuring the professional development of each team member.
- Manage and ensure smooth coordination and communication with other teams: Product, Marketing, and Sales.
- Take ownership of the Customer NPS and define actions to be taken based on the results, ensuring the best experience and the highest level of service for our clients, improving our NPS post-contact.
- Support and assist our clients (in alignment with the Support Lead).
**What We Look For**
- 4+ years of experience in customer care/customer service, with at least 2+ years in a leadership position, e.g. as Lead of a Customer Service team.
- Previous experience in a startup is preferred.
- Proven track record of successfully managing, coaching, and developing a team.
- Data-driven with experience in customer service software (e.g., Intercom) and CRM tools (e.g., Hubspot).
- Structured mindset with attention to detail, always eager to optimize processes and your team's efficiency.
- Service and customer-obsessed mindset.
- Ability to thrive in a fast-paced and evolving environment.
- Strong analytical and problem-solving ability with a data-driven mindset.
- Strong stakeholder management skills and ability to perform under pressure.
- Excellent verbal and written communication skills in English.
**What We Offer**
- Work on a disruptive project helping entrepreneurs and small businesses focus on what they love.
- Opportunities for growth and professional development, and you will learn from all areas.
- Being part of a startup that is growing internationally, where you can influence various teams and help shape the strategy of tomorrow.
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