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Customer Experience Director

2 months ago

Glasgow, Glasgow City, United Kingdom Brillband Full time
Customer Experience Manager

Are you a natural leader with a passion for customer growth, team development, and innovation? Do you thrive in dynamic environments and enjoy helping teams reach their full potential while continuously improving processes? If so, this is your chance to lead a growing customer experience team and shape the customer experience for a fast-scaling business.

Key Responsibilities:
  • Lead, mentor, and develop a team of customer experience professionals, ensuring they provide outstanding service to our customers.
  • Set up and manage bots within Zendesk to automate routine responses and enhance the customer experience.
  • Monitor and analyze customer support metrics, including team operations and customer feedback trends.
  • Act as a brand ambassador, participating in customer-facing activities and helping to raise awareness of our business in Glasgow and beyond.
  • Provide training and ongoing development for team members to enhance their skills and improve customer interactions.
  • Report to senior management on customer service performance, feedback trends, and areas for improvement.
Requirements:
  • Proven experience in a customer experience manager or similar leadership role, ideally in a scale-up or startup environment.
  • Experience managing customer billing issues is required.
  • Flexibility to manage a shift-based team, including weekend coverage.

We offer a competitive salary of £40,000 per year, ~33 days of holiday to enjoy a healthy work-life balance, and the opportunity to shape the future of our customer experience team. If you're a proactive leader who thrives on helping teams and customers succeed, we'd love to hear from you.