Position: Head of Customer Experience
Company: IGMS
Category: Support
Experience required: 2y
English level: fluent

We are a technology startup based in Vancouver, BC, Canada, with an international IT team that built a technology platform iGMS (vacation rental management software) for Airbnb hosts and vacation rental managers around the world. We are looking for a Head of Customer Experience to join our strong and empathic team of professionals.

**Job description**

We are looking for an enthusiastic and experienced Head of Customer Experience to lead a team of customer experience agents, drive sales and revenue growth activities, as well as advocate for the voice of the customer throughout the customer journey from onboarding to churn. Quick summary of the work terms:

- **The 40-hour workweek**, Monday through Friday, with Saturday and Sunday off.
- **Preferred work hours:** the work hours are flexible, but should also include 4-5 hours covering the Easter Standard Time zone from 9 am to 5 pm, EST (3 pm to 11 pm Central European Standard Time);
- This is **the remote position.**

**Responsibilities:**

- Manage the customer experience team, encourage the personal, and professional development of team members.
- Monitor all incoming customer complaints and actively facilitate their resolution.
- Manage a full sales cycle from demo to closed deal, report the results, improve the process continuously.
- Work to mitigate customer-impacting risks, escalate issues, and step in for a satisfying resolution if necessary.
- Oversee the full customer relationship management lifecycle: feedback elicitation, churn prevention, etc.
- Evangelize the customer experience mindset and activities, including feature requests and complaints analysis, UX audits, competitor analysis, etc.
- Drive strategic growth initiatives focused on building relationships with customers, driving user engagement and resurrection.
- Manage and facilitate the development of the Knowledge Base articles and materials. Create engaging and helpful content for customers, including written and video instructions.
- Launch digital and marketing campaigns in order to retain and engage customers, communicate new features.
- Collaborate with internal stakeholders to influence product and feature development.
- Actively participate in UX Writing initiatives.

**Requirements**

- MUST: Fluent level of written and spoken English.
- 3+ years of experience managing a multi-purpose team of 3+ team members (sales, onboarding, technical support queries, etc).
- 3+ years of Customer Experience focus or adjacent roles (marketing, support, user experience, etc)
- Experience with content development (emails, HD articles).
- Experience with HubSpot, Jira, Confluence, MS Office, and Google Docs or its equivalents.
- Ability to multitask and juggle many assignments simultaneously.
- 2+ years in the SaaS industry.
- Excellent verbal and written communication skills.

**Would be a plus:**

- Interest in User Experience, Customer Analytics, Psychology, and User behavior is a strong plus.
- Startup experience.
- Previous experience as a customer experience agent or front-line customer support specialist in SaaS.
- Interest in remote-only work-life balance.

**We offer:**

- Work in a young, ambitious, and professional team.
- Full-time remote job.
- Flexible schedule.
- Personalized benefits package.
- Interesting tasks and rapid professional development in a dynamic IT company.