Related skills
looker web development sql intercom ai📋 Description
- Lead a high-functioning, technically savvy CX team to handle complex queries.
- Manage staffing and scheduling for the CX team across global time zones.
- Monitor metrics like case volume, CSAT, backlog; report KPIs weekly.
- Analyze customer feedback to identify areas for improvement and solutions.
- Build onboarding, training, and ongoing skills programs; provide product troubleshooting.
- Escalate issues and ensure timely resolution while maintaining customer wellness.
🎯 Requirements
- BA/BS degree required.
- 5-7 years in CS/Support/Contact Center mgmt with 5+ direct reports.
- Experience in a B2B SaaS org with complex integrations.
- Multi-channel support across live-chat, email, and phone.
- Proficient with SQL and web development; tools like Intercom, Looker, Omni.
- Data-driven with KPI analysis; BI tool experience; AI in customer journey.
🎁 Benefits
- High degree of trust in your ideas and execution.
- Opportunity to partner and collaborate with talented people.
- Immediate impact helping customers create a great workplace experience.
- Support for your personal and professional growth.
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