FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Drive exceptional service quality
- Ensure exceptional service quality across all channels (Email, WhatsApp, Messaging).
- Define the standards for Tier 1 and Tier 2, ensuring each channel’s engagement potential is fully realized, and tracking customer satisfaction and issue resolution.
- Manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs.
- Establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insights.
- Identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churn.
Requirements
What you’ll need- Data-Driven Leadership: You leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and priorities.
- Business Acumen: You understand the "Why" behind the "What." You align service strategies with the company’s broader financial goals and KPIs, ensuring that every operational change contributes to the bottom line.
- Proactive Innovation: You are a lifelong learner. You stay ahead of industry trends and familiar with service standards, constantly driving improvements to our methodologies and challenging the team to evolve, leveraging new tools and new ways of solving problems, and seeking to drive an improved user experience that supports business KPIs.
- Operational Excellence: You identify and implement AI-driven and non-AI solutions and automation to enhance the client experience and drive team efficiency without sacrificing the human touch of our spiritual brands.
- Team Player: You are a dynamic collaborator who excels at building bridges across all organizational levels. In this role, you will champion a culture of trust by empowering your direct reports, synchronizing with peers, and engaging partners across the organization.
Benefits
Comp & perks- Friendly, talented, collaborative and entrepreneurial team
- Premium medical, dental, and vision insurance
- Generous holiday and PTO policies (including Birthday PTO!)
- Summer Fridays
- Technology stipend
- Training and development opportunities and allowance
- Fun and inclusive digital, and (in the future) in-person events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscustomer satisfaction trackingissue resolutionVOC analysisticketing systemsAI solutionsautomationservice standardsoperational changeuser experience improvement
Soft Skills
data-driven leadershipbusiness acumenproactive innovationoperational excellenceteam collaborationdynamic collaborationtrust buildingempowermentsynchronizationengagement