Customer Experience Manager TORONTO

  • Customer Service



What You’ll Do

    • Lead Perpetua’s global (Asia, Europe and North America) Customer Experience team to create a powerful, cohesive customer-obsessed department
    • Manage workload, review communication with clients to ensure the highest interaction standards, provide career guidance, create processes to help alleviate menial tasks etc.
    • Lead the hiring process for new Customer Experience Specialists and Managers to scale the team as needed
    • Support growing the customer help materials and Perpetua’s customer community Slack channel to ensure all content is up-to-date and customers are helped efficiently
    • Enhance/revamp Perpetua’s customer on-boarding experience to reduce the number of initial customer interactions the Customer Experience team need to attend to
    • Create and oversee team KPIs such as FRT, CSAT, Resolution Time etc.
    • Own Intercom (our Chat tool) which includes managing shifts (weekend and weekday rotations), managing chatbot prompts and ensuring all conversations are attended to in a timely manner
    • Collaborate with the Customer Success, Engineering, Product, Marketing and Sales teams
    • Ensure there is constant feedback loops with the Product Team regarding customer pain points and feature requests

Who You Are:

    • You are a strong leader and great communicator and have worked in a Customer Success role for at least 3-5 years
    • You have managed a team of Customer Support members and have scaled a Customer Support function in another company
    • You have worked with Help Chat systems such as Intercom, Zendesk or similar tools
    • You have empathy and care for customers + team members
    • You are a strong individual contributor and a mentor
    • You want to create value and seek opportunities to evolve redundant tasks into a structured process that can scale effectively
    • You leverage data in all of your decision making
    • You have amazing written and verbal communication skills
    • You are a pro at building relationships with customers and stakeholders
    • Results-oriented; you always have your next goal in mind, and a plan to get there

Job information can change without notice

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