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Related keywords
- Customer Experience Coor
- Customer Experience Banker
- Customer Experience Guide
- Customer Experience
- Customer Experience Team Lead
- Customer Experience Lead
- Customer Experience Operations Lead
- Regional Customer Experience Lead
- Customer Experience Lead Rep Supervisor
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Company | Glo |
Address | Los Angeles, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Internet Publishing |
Expires | 2023-09-08 |
Posted at | 8 months ago |
Who We Are
- Build a system of recovery of members after a negative experience and recommend mechanisms to retain these members
- Work with the team to develop, document, implement, track, reinforce and improve policies and processes that are material to the customer experience.
- Run surveys to gain key insights from customers based on company and department objectives (ex. “why” people subscribe and unsubscribe to the service)
- Participate in business projects and initiatives, especially those that are impactful to and/or pose a risk to the customer experience
- Handle and resolve customer escalations to mitigate risk to brand
- Partner with Product and Content to execute experiences designed to increase personalization, engagement and retention
- Benchmark, recommend & implement best practices for retention and LTV
- Partner with Marketing to engage and convert new members being acquired through different channels with a personalized experience
- Monitor, assess and make recommendations to improve team process, objectives and performance with reduced variability/defects across the customer journey.
- Liaise with stakeholders to improve coordination and champion the voice of the customer (VoC) as we pursue business expansion activities
- Develop subject matter expertise across relevant operating requirements, tools, policies and processes in order to effectively coach and lead team
- Responsible for employee time, attendance, payroll and personnel needs
- Accountable for team performance, corrective action, reviews and employee concerns
- Responsible for hiring, on-boarding, training, performance and development of team members to ensure high levels of staff engagement and retention
- Prioritize, distribute and manage key aspects of CX operations and new business efforts
- Audit customer interactions, synthesize customer data/feedback and coach/support team members as they strive to deliver the best customer experience and drive customer loyalty
- Live chat, concierge, and automation experience preferred
- Bachelor's Degree or equivalent work experience
- Project/program management experience
- 4+ years of customer service experience
- 2+ years of leading offshore outsourced team of agents
- 2+ years of Zendesk administration
- 2+ years of supervisor and/or manager level experience
- Flexible availability, including nights and weekends as needed
- 2+ years of customer support/experience in an online consumer facing subscription environment
- Demonstrated ability to manage, triage and de-escalate customer and employee issues
- Decision making in fast paced and rapidly evolving operating environment
- Organizational and time management skills
- Excellent written, verbal and presentation skills
- Excellent listening skills and emotional intelligence
- Ability to act on limited data in ambiguous situations with strong critical-thinking and problem-solving skills
- Strong relationship management skills and ability to influence decision making
- High attention to detail and highly developed organizational skills including the ability to prioritize tasks and meet deadlines
- Ability to self-manage and ability to manage behaviors, thoughts and emotions in productive ways
- Coaching, mentoring and motivational skills
- Rigorous analytical skills
- Drive for results, sense of urgency
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