Customer Experience Lead

2 weeks ago

London, United Kingdom Zapp Full time

Zapp is building the future of convenience with a full stack approach to on-demand essential items, 24/7, delivered in minutes. Customer obsession is at the heart of everything we do, and from founders to riders we are relentlessly focused on delighting our customers. We are backed by the world's leading investors and our team has scale-up and exit experience at companies such as Amazon, Jumia, Deliveroo, Tesco, Stuart and Just Eat. If you’re ready to help build the world’s most customer-focused company, get in touch.

We are looking for an experienced Customer Experience Lead who will drive and evolve the operations of our team in the UK, ensuring we deliver a superior customer experience at all times. This role involves driving the customer experience strategy across the organization and senior stakeholders, developing and executing policies and managing the team that interacts with our customers on support issues 24/7. You’ll work closely together with our Zapp Store Operations team, empowering agents to make quick decisions, within our values and guidelines, to proactively and reactively resolve issues that impact our customers. If you can think outside the box and are passionate about going the extra mile for your customers, we would love to meet you. Ultimately, you will be helping us to build a great customer experience and the highest rates of customer happiness.

**Here’s what you’d be doing**:

- Managing and leading Zapp’s Customer Experience team of 12 + agents
- Management of all shift planning, covering our 24/7 service period, ensuring sufficient cover for peak demand
- Understand and acknowledge the challenges of a 24hrs operation and what support and approach is required
- Responsible for identifying shortfalls in support and gap plan ahead of time as well as manage last minute unforeseen circumstances
- Ensure KPI targets are achieved for both your department and individual team members
- Ensure Zapp values are reflected in all our interactions with customers and our colleagues, before, during and after the order delivery process
- Track and update all knowledge base content (agents and customers) and process documentation in real time and as the business develops and evolves
- Understand the order delivery life cycle and make recommendations to other senior managers when required
- Provide data/reporting on the Customer service team performance to the senior management and identity weaknesses, strengths and areas for development within the team
- Prepare and drive weekly WBR for executive review
- Identify and resolve any new/emerging issues, and propose process fixes to eliminate or resolve at the root cause. Work closely with the other operational functions across the business to provide systemic improvements
- Monitor volumes and types of customer requests coming through different channels and adapt processes and operations as customer needs change
- Be the path of escalation for any issues where agents may need additional support and guidance or for times when there are unable to resolve themselves
- Ensure all Zapp customer issues are resolved proactively with a high level of customer empathy and the high standards upon which we pride ourselves
- Build strong internal relationships and provide/receive feedback from relevant departments to help improve our customer experience
- Take ownership and investigate and resolve serious customer complaints and queries
- Manage and audit agents' performance, provide coaching as required and identify training requirements, working closely with the people team
- Understand, customise and configure Atlassian products and ZenDesk to help end users and partner teams maximise the usage of our tools
- Prior experience as a Customer Experience Leader or similar in a fast-paced and high-output environment within premium/luxury hospitality and/or retail
- Able to lead a team in the spirit of Zapp’s values with very limited supervision, achieving high staff engagement and retention rates at all times
- Natural empathy for customers and how to resolve issues quickly (often on the spot) and with a positive outcome
- Proficiency in Atlassian tools and ZenDesk is desirable
- Outstanding communication skills, fluent in English, both written and spoken
- Passion for the service industry, technology, start-ups and on-demand services and delivering high quality customer service experiences
- Hands-on mentality, willing to roll your sleeves up
- Ability to use multiple systems and multitask in a fast-paced environment
- Ability to quickly assess a situation and problem solve to the point of resolution
- Lead by Example
- Fast learner, self-motivated, hardworking with a strong sense of emotional intelligence and ability to lead from the front
- Entrepreneurial mindset, comfortable in a highly ambiguous environment, happy to work with limited supervision
- Ability to empower and drive a team

**Benefits**:

- Competitive salary & equity package
- Enjoy

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