Head Of Customer Experience

Company Overview:

Empower is a fast-growing startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. We are seeking a highly motivated and experienced Head of Customer Experience to lead our current Support team and ensure exceptional customer satisfaction. If you want to be a huge part of a company that cares about making a difference for gig economy workers and truly empowering all market participants then we’d like to hear from you.

Role Overview:

As the Head of Customer Experience, you will be responsible for leading and managing our customer experience team. You will work cross-functionally with our engineering and operations teams to design and execute strategies that enhance customer satisfaction and drive operational excellence. This is a position for someone who wants to put their stamp on something and make their mark in a big way.

Responsibilities:

Team Leadership:

• Provide guidance, mentorship, and performance feedback to team members, fostering a positive and collaborative work environment.
• Set clear objectives and key performance indicators (KPIs) for the team and monitor their progress regularly.
• Experience hiring and firing.
• Build, develop, and lead a high-performing in-house customer experience team.

Customer Experience Strategy:

• Develop and implement a customer experience strategy aligned with the company's mission and values.
• Collaborate with stakeholders across the organization to identify customer pain points, gather feedback, and drive continuous improvements in service delivery.
• Implement systems and processes to ensure efficient customer issue resolution and effective communication channels.

Operational Excellence:

• Monitor and analyze customer experience metrics, such as Customer Satisfaction Score and response times to identify areas for improvement.
• Establish and optimize operational workflows to enhance efficiency and provide timely resolutions for customer inquiries and complaints.
• Leverage data-driven insights to identify trends, patterns, and opportunities for enhancing customer experience and driving operational excellence.

Customer Advocacy:

• Implement proactive measures to mitigate customer escalations and address systemic issues.
• Implement processes to capture customer feedback, analyze sentiment, and drive initiatives to enhance customer satisfaction and loyalty.

Requirements:

• Excellent communication and interpersonal skills.
• Experience in leveraging data to drive insights and continuous user experience improvement.
• Ability to thrive in a fast-paced startup environment and adapt to changing priorities.
• 3+ years of experience in a Senior Customer Experience role, preferably in the gig economy or at a startup.
• Significant ZenDesk experience.
• A passion for delivering exceptional customer experience.
• Experience building and managing high-performing teams.
• Experience collaborating cross-functionally with engineering and operational teams.
• A strong operator mindset; you do not shy away from supporting your team with escalations and other critical matters.
• Flexible hours.

What Do We Offer?

• Competitive compensation ( $100,000 - $140,000 base salary (based on experience) + equity + performance based bonus)
• Being part of a great team and an ambitious mission to better the lives of gig workers
• Competitive benefits package