Strategic Customer Support Expert
2 semanas atrás
About the Role
We are seeking an experienced Strategic Customer Support Expert to drive strategic improvements in customer support operations at Indie Campers.
As a key member of our team, you will be responsible for analysing data, identifying improvement opportunities, and collaborating with technical teams to implement and measure the impact of these initiatives. You will play a crucial role in enhancing the efficiency, quality, and overall effectiveness of our customer support services, directly contributing to customer satisfaction and operational success.
This position reports directly to the Customer Support Strategy Director and involves close collaboration with the Customer Service, Operations, and Product teams.
Main Responsibilities
- Analyse customer support data to uncover trends, pinpoint challenges, and lead strategic improvements.
- Research data and organisational feedback to develop business cases for improvement, balancing short-term OPEX impact with long-term investments.
- Provide data-driven insights to improve customer experience and efficiency, while optimising support processes such as complaint management, refunds, and reimbursements.
- Work on both short-term tactical improvements and long-term structural initiatives (such as operating models, platform, scaling, etc).
- Implement process enhancements by collaborating with technical teams and monitor the success of these initiatives based on key performance indicators (KPIs).
- Support cross-functional teams in aligning customer support strategies with business objectives.
Requirements
- Bachelor's degree in Business Administration, Engineering, or other relevant field.
- Must have a solid background in strategy and consulting, with 5+ years of experience in customer support strategy, operations management, or consultancy.
- Proven track record in enhancing customer experience and driving operational efficiency.
- Strong analytical skills with the ability to leverage data to inform decisions and optimize support processes.
- Detail-oriented and committed to operational excellence, with a proactive attitude toward continuous improvement.
- Deep understanding of customer needs and a commitment to delivering exceptional service and user experiences.
- Proficiency in customer support software and tools is an advantage.
- Excellent communication and collaboration skills, capable of effectively managing relationships with internal teams and external partners.
- Fluency in English is mandatory.
Benefits
Indie Campers offers a competitive salary ranging from $80,000 to $120,000 per annum, depending on experience and qualifications.
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