• Coordinate a team of Customer Experience and Operations advocates, ensuring the team is working to solve client inquiries in a timely and effective manner and hitting all required OKR goals with a focus on NPS
• Assume the voice of our clients to communicate goals and issues with senior leadership within the company.
• Focus on how to scale Jobberman’s support processes (e.g. customer onboarding education, product training) and create playbooks to continually increase efficiency and effectiveness.
• Proactively develop medium/longer-term initiatives that anticipate customers’ needs, and innovate on new ways to improve customer satisfaction.
• Assume all escalation issues that arise and work with key stakeholders and clients directly to solve their problems.
• Collaborate with other departments to find solutions to customer pain points
• Evaluate all touchpoint interactions with clients both at employer & jobseeker levels in collaboration with sales
• Contact/Call all client’s touchpoints as assigned either via NPS feedback, employer onboarding, self-service deals, placement tracking calls, etc
• Ensure all listing & employer verification are treated within the required SLA
• Design training needs for the team and relevant stakeholders.

Requirements:

• BSc in Social Science or a related field
• Has 4+ years of experience in a customer operations role with demonstrated experience providing outstanding customer support, quality assurance, and training in a high-volume environment, with phone and email support experience.
• 2+ years of proven supervisory role
• Data-driven with a strategic mindset
• Excellent people management and problem-solving skills
• Enjoys implementing new processes that make other people’s lives easier.
• High attention to detail and willingness to get in the weeds to fix a problem
• Must have the ability to deep dive and give granular reports
• Experience with at least one, modern CRM
• Approaches work with a collaborative mindset and possess great interpersonal skills.