Head of Customer Experience
Location: US, CA, San Francisco
Department: Customer Experience
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Logistics and Supply Chain
Function: Customer Service
Company profile: Shyp is the easiest way to send anything, anywhere.Here at Shyp, we’re building the #1 brand consumers and small businesses trust for shipping their packages, and in the process fundamentally disrupting a 220 year old #URL_5e3cdedac8b912c62b6523c7af01360e03d0cb98631134035b2ddbaecdee14dd#’re building a customer-centric organization that encourages customer service to permeate the decisions and attitudes of the entire company. Our culture is collaborative, focused and fast-paced. We have an incredible team and are well funded by some amazing investors. Come join us.
Description: The Head of Customer Experience will lead and manage Shyp’s customer service teams; recruit, hire and train, and develop talent; ensure overall performance and activity of the team while continuously improving processes, ensuring exemplary service and developing individual and team capability. The ideal candidate will champion and serve as a resident expert on the customer’s needs and perspective to contribute to the company’s customer-centric focus.YOUR FOCUSDefine and execute the Shyp customer service and support strategy.Manage, build, and retain an extraordinary CS team dedicated to delighting our customers while developing successful long-term customer partnerships.Serve as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.Effectively oversee the day-to-day operations of the CS organization.Establish meaningful relationships with key customers.Interface regularly with customers to remain current on customer pain points and market needs while achieving the highest levels of customer satisfaction.Define our customer service priorities and clearly communicate them both internally and externally.Design, develop, and deliver new customer service offerings that delight our customers.Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Shyp’s products and services.Aggregate and distill customer feedback to participate in collaborative product innovationBe accountable for all CS operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees.Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement.Coordinate closely with Shyp’s strategic partners to ensure a delightful customer experience across every touch point.Ensure that Shyp is equipped – from a resource, planning and talent standpoint - to implement and support all CS related technologies and services.Collaborate with the Head of Operations to anticipate changing needs and innovate new solutions for enhancing and upgrading customer services operations.
Requirements: 5+ years’ experience building and managing a global Customer Success and/or technical support organization within technology companies.Proven track record of effectively driving customer satisfaction and consistently delivering on other key CS metrics.Enthusiastic and creative leader with the ability to inspire people.Experience using #URL_99ff7d831a962ee44e093fdfff5cdcc0598fa3730cb75323d4621f5c1b9d41b6#, Salesforce, JIRA and Confluence highly desirable.Proven ability to motivate and focus a team and to develop individuals.Ability to create and champion a culture built on performance and metrics.Excellent verbal and written communication skills.Hands-on experience of implementing technology products and systems for use by external customers.Experience in shipping, logistics or transportation industry a plus.Bachelors Degree in related field required.
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