Strategic Customer Experience Director

Há 6 dias


Lisboa, Lisboa, Portugal Unit4 Tempo inteiro
Job Overview

We are seeking a Strategic Customer Experience Director to join our team at Unit4.

About the Role

This is an exceptional opportunity to lead and develop a high-performing global customer support organization that drives strategic growth, enhances customer satisfaction, and fosters a culture of excellence.

Key Responsibilities
  • Customer Experience Visionary
    • Define and execute a comprehensive customer support strategy that aligns with business objectives and ensures world-class service delivery.
    • Develop and implement proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.
  • Cross-Functional Collaboration
    • Work closely with Product, Engineering, and Customer Success teams to ensure seamless alignment of support initiatives with product updates and improvements.
  • Team Development & Performance
    • Build, lead, and grow a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.
Key Performance Indicators (KPIs)
  • Customer Satisfaction (CSAT)
    • Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.
  • First Contact Resolution (FCR) Rate
    • Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.
  • Self-Service Utilization
    • Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.
  • Response & Resolution Times
    • Consistently meet or exceed service level targets for response and resolution times across all support channels.
  • Operational Efficiency
    • Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.
Qualifications
  • Bachelor's degree required; advanced degree preferred.
  • 10+ years of experience in customer support leadership roles, with a focus on global operations, ideally in a SaaS or technology environment.
  • Proven track record of building and leading a high-performing, customer-centric support organization.
  • Strong strategic and operational skills, with experience in self-service and AI-driven support solutions.
  • Excellent interpersonal and communication skills, with experience working cross-functionally to align support with company-wide objectives.
  • Data-driven approach with experience in tracking and analyzing key performance metrics to inform decision-making and continuous improvement.
Salary and Benefits

The estimated annual salary for this role is between $120,000 - $180,000, depending on location and experience.

At Unit4, we offer a competitive benefits package, including:

  • Uncapped time off policy
  • Remote working opportunities
  • Global Wellbeing Days
  • Talented colleagues, role models, and mentors
  • Commitment to sustainability
  • Safe and inclusive working environment


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