Chief Customer Experience Officer
5 days ago
At SOUNDBOKS, we're looking for a Chief Customer Experience Officer to lead our Community Support function. As the head of this team, you'll be responsible for fostering a culture of collaboration, accountability, and fun, where every day is an opportunity to celebrate wins and raise the bar for what's possible.
Key Responsibilities:- Foster a positive, trusting, and empowering team environment that encourages collaboration and professional growth.
- Oversee and fuel the team's daily performance.
- Provide hands-on support and mentorship to help team members accelerate.
- Drive the team to continue embracing the 'above and beyond' attitude, both internally and with customers, while strengthening a culture that delivers outstanding service every time.
- Identify key customer pain points, come up with data-based solutions to reduce complaints and repetitive inquiries.
- Evaluate and refine customer support procedures to maintain high levels of efficiency and satisfaction.
- Improve the support software setup by implementing automation, integrations, and processes to reduce manual tasks, boost efficiency, and ultimately improve customer satisfaction.
- Use data insights to make reporting sharper and improve the potential of automated support tasks for a smoother workflow for the team.
This role requires several years of experience in developing and nurturing teams to a positive, high-performance state of mind. You should have deep knowledge of the customer support function and be well-versed on how to use data to spot trends, potential improvement points, and measure performance. A natural communicator who can engage with functions across the organisation is also essential.
We're offering a competitive salary of around $120,000 per year, depending on experience, plus benefits and opportunities for growth and development within the company. If you're ready to bring energy and excitement to work, leading the refreshed foundation of the powerhouse of the Community Support function at SOUNDBOKS, please get in touch.
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