Description

  • Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth.
  • Establish performance benchmarks and hold a team to those goals.
  • Resolve customer conflicts and handle escalation procedures.
  • Supervise day-to-day operations in the customer service department.
  • Respond to customer service issues in a timely manner.
  • Create effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Implement an effective customer loyalty program.
  • Maintain accurate records and document all customer service activities and discussions.
  • Assess service statistics and prepare detailed reports on your findings.
  • Hire and train new customer service agents (when needed).
  • Manage the approved budget of the customer service department.
  • Stay informed on the latest industry techniques and methods.
  • Implement good customer retention strategies.
  • Empathize with every aspect of the customer experience cycle by putting customers’ needs first.
  • Guide and coach customers with dedicated customer success processes.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Identify common customer challenges and resolve them.
  • Help drive customer references and case studies.

Requirements

  • 3+ years of customer service experience
  • Bachelor’s degree or equivalent experience
  • Excellent written and verbal communication skills
  • Proficiency in Intercom and Zendesk
  • Exceptional spoken and written grammar

Benefits

  • Competitive salary
  • All the latest technology to do your role
  • You’ll be working with a young, growing team that is millennial-driven
  • Fast and expanding career progression
  • Private Health Insurance
  • Training budget
  • Free lunch
  • Free French classes
  • Hybrid; remote + office hours and flexible working conditions
  • Klasha Sessions training courses