Customer Experience Optimization Expert
2 semanas atrás
About the Role
We are seeking a highly skilled Customer Experience Optimization Expert to join our team at Indie Campers. As a key member of our customer support operations, you will be responsible for driving strategic improvements in customer experience and operational efficiency.
The ideal candidate will have a solid background in strategy and consulting, with 5+ years of experience in customer support strategy, operations management, or consultancy. They must possess strong analytical skills, with the ability to leverage data to inform decisions and optimize support processes.
Your Key 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).
Your Requirements
- Bachelor's degree in Business Administration, Engineering, or other relevant field.
- Proven track record in enhancing customer experience and driving operational efficiency.
- Fluency in English is mandatory.
- Excellent communication and collaboration skills, capable of effectively managing relationships with internal teams and external partners.
What We Offer
A competitive salary of around $80,000 - $110,000 per annum, depending on experience, plus benefits including health insurance, retirement plan, and paid time off. This is an excellent opportunity to grow your career and contribute to the success of our company.
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