2 Lead Customer Experience Specialist jobs in whatjobs
Lead Customer Experience Specialist
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Lead Customer Experience Specialist to champion exceptional customer journeys in a fully remote setting. This role is vital in shaping positive interactions and ensuring customer satisfaction across all touchpoints. The ideal candidate will possess a deep understanding of customer behavior, a strategic approach to enhancing user experience, and proven leadership skills to guide a remote support team. You will be responsible for analyzing customer feedback, identifying areas for improvement, developing strategies to resolve issues proactively, and implementing best practices in customer service. This position requires outstanding communication, problem-solving abilities, and a passion for creating loyal customers. As a remote-first role, you will have the autonomy to manage your work and collaborate with a distributed team.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of remote customer experience representatives, fostering a high-performance culture.
- Develop and implement strategies to enhance the overall customer experience, focusing on satisfaction and retention.
- Analyze customer feedback from surveys, reviews, and support interactions to identify trends and areas for improvement.
- Develop and refine customer service processes and workflows to ensure efficiency and effectiveness.
- Act as a point of escalation for complex customer issues, resolving them with professionalism and efficiency.
- Create and update customer service training materials and conduct regular training sessions for the team.
- Monitor key customer experience metrics (e.g., CSAT, NPS, churn rate) and report on performance to management.
- Collaborate with product, marketing, and sales teams to ensure a consistent and positive customer journey.
- Identify opportunities to leverage technology and tools to improve customer support and engagement.
- Champion customer-centric initiatives across the organization.
- Develop and maintain comprehensive documentation for customer support processes and policies.
- Stay abreast of industry best practices in customer experience and service management.
- Contribute to the development of customer support strategies and roadmaps.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- A minimum of 6 years of experience in customer service, customer experience, or a related field, with at least 2 years in a leadership or supervisory role.
- Proven track record of improving customer satisfaction and loyalty metrics.
- Strong understanding of customer journey mapping, service design, and user experience principles.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Demonstrated ability to lead and motivate a remote team.
- Proficiency in CRM systems, customer feedback tools, and helpdesk software.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Experience in developing and delivering training programs.
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Lead Customer Experience Specialist
Posted 6 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and empathetic Lead Customer Experience Specialist to manage and elevate customer interactions within a fully remote setting. This role is crucial for maintaining exceptional service standards and fostering strong customer loyalty. You will lead a team of support professionals, providing guidance, training, and performance management to ensure seamless support across all channels. Your responsibilities will include developing and implementing customer service strategies, analyzing customer feedback to identify areas for improvement, and resolving complex customer issues with efficiency and professionalism. You will also be responsible for creating and updating support documentation, FAQs, and knowledge base articles. A deep understanding of CRM systems, ticketing platforms, and customer success metrics is required. The ideal candidate will have a proven track record of success in customer service leadership, excellent communication skills, and a passion for delivering outstanding customer experiences. This is a fully remote position, allowing you to contribute your expertise from anywhere, but we are specifically seeking individuals who can bring their insights to our operations supporting clients who are based in or near Ruiru, Kiambu, KE . You will play a key role in shaping our customer-centric culture and driving continuous improvement in our service delivery.
This advertiser has chosen not to accept applicants from your region.
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