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Customer Experience Director

2 months 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 key member of our leadership team, you'll be responsible for shaping the customer experience and leading a passionate and motivated team of professionals.

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 to identify areas for improvement.
  • Act as a brand ambassador, participating in customer-facing activities and helping to raise awareness of our business.
  • 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 management 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, 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.