You will be leading a team of CSMs. Your team will be responsible for making the experience as smooth as possible for customers by creating internal processes and acting as a conduit with the larger organization. This includes facilitating resolutions of escalated issues with internal stakeholders.
Your team will also be working closely with operations teams to help create policies, launch products, and share insights about our customers.
You will need to be great at ruthlessly prioritizing and maintaining a healthy communication stream with all your stakeholders.
What your team will be responsible for:
- Be a passionate advocate for all members of Bookees community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Bookee works
- Deliver stellar operations outcomes according to agreed service level agreements: ensuring we achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, and ensuring our customer success metrics stay green, operate efficiently, and maintain the highest level of quality
- Engage with stakeholders, to improve internal tools and the overall user experience
- Identify opportunities to improve metrics and deliver on these initiatives
- Regularly report on performance and provide actionable insights to stakeholders
What Youll Need:
- 4-6 years of proven experience, whether it be in a start-up, bank, or consultancy, you are someone who loves driving change in a fast-paced environment
- Ideally, 2+ years of people management experience
- Experience with processes, systematic organization, and delivering high-quality customer service
- Experience working in a Customer Support, Call Quality, Learning Development / Training team is a plus but not necessary
- Project management experience. Proven ability to manage a program of work from beginning to end
- Logical mindset. Making decisions and sound business judgment through strong analytical thinking and a commercial / operational mindset
- Demonstrated Data/Analytics experience; Excel proficiency
- Exceptional writing and verbal communication skills
- Flexible hours to cover hours of operation as needed
