Director of Customer Experience Operations

3 days ago


London, Greater London, United Kingdom Yoobic, Ltd. (Italy) Full time

Yoobic, Ltd. (Italy) is seeking a seasoned Director of Customer Experience Operations to lead our dynamic and global Customer Support team based in London. As a critical member of our operations team, you will play a key role in ensuring exceptional customer experiences through effective management, coaching, and enabling of a team of Technical Customer Support Specialists.

Key Responsibilities

The successful candidate will be responsible for:

  • Leading and managing the Support Team: providing leadership, coaching, and professional development for the Customer Support team, overseeing daily operations, including workload management, ticket prioritization, and ensuring SLAs are met or exceeded.
  • Driving Customer Retention and Satisfaction: acting as the customer advocate, ensuring support processes prioritize a seamless and exceptional customer experience, monitoring team performance through metrics, reporting, and feedback to drive continuous improvement.
  • Collaboration Across Teams: working closely with Product, QA, Customer Success, and Customer Implementation teams to ensure swift resolution of technical issues.
  • Mentorship and Development: leading onboarding, training, and upskilling initiatives for Customer Support team members.

A strong customer-first mindset, technical acumen, and experience implementing and managing ticketing systems such as Jira or Zendesk are required. Strong English language skills are necessary, and French would be a plus. The estimated salary for this role is £75,000 - £95,000 per annum, depending on experience.



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