Nacre Capital

Customer Experience Lead

Nacre Capital

full-time

Posted on:

Origin:  • 🇦🇷 Argentina

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Job Level

Senior

About the role

  • Oversee and optimize customer support operations across email, phone, and live chat.
  • Ensure users receive timely, accurate, and personalized support.
  • Manage Zendesk workflows, automations, macros, user roles, permissions, and dashboards as primary Zendesk administrator.
  • Oversee ticket management, track key metrics, and generate insights through Zendesk reporting to improve processes and performance.
  • Create, maintain, and update Help Center documentation to provide clear and accurate guidance for users.
  • Mentor and support team members, providing guidance, training, and best practices in customer service and Zendesk usage.
  • Collaborate with cross-functional teams and work directly with the Head of Customer Service to optimize workflows and enhance the overall customer experience.
  • Lead special support projects and initiatives to improve service efficiency and user satisfaction.
  • Maintain up-to-date knowledge of the EverWatch watch platform to provide accurate guidance to users.
  • Troubleshoot complex customer issues, providing thoughtful and proactive solutions.

Requirements

  • Enthusiasm for Watches and Art.
  • Extensive Zendesk experience, including advanced admin capabilities (workflows, permissions, dashboards, reporting).
  • Zendesk and CRM administration skills.
  • Proven experience leading or mentoring a customer support team.
  • Experience creating and maintaining Help Center or knowledge base content.
  • Strong written and verbal communication skills in English.
  • Exceptional problem-solving, organizational, and multitasking skills.
  • Reliable PC and high-speed internet connection.
  • Ability to work a flexible schedule.
  • Quick learner with the confidence to ask questions and implement improvements.
  • Professional, empathetic, and customer-focused mindset.
  • Commitment to a long-term position and alignment with company values.