Customer Experience Director

2 days ago

Glasgow, Glasgow City, United Kingdom Brillband Full time
Lead the Way in Customer Experience

We're seeking a seasoned Customer Experience Manager to spearhead our customer experience team and drive innovation in our fast-scaling business. As a natural leader with a passion for customer growth, team development, and innovation, you'll thrive in our dynamic environment and help our team reach its full potential.

Key Responsibilities:
  • Lead, mentor, and develop a team of Customer Experience professionals to 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.
What We Offer:
  • A competitive salary of £40,000 per year.
  • ~33 days of holiday to enjoy a healthy work-life balance.
  • The opportunity to lead a passionate and motivated customer experience team, creating opportunities to shape their career development.
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.

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