Customer Support Strategy Senior Specialist

Há 1 mês

Lisbon, Portugal Indie Campers Tempo inteiro

THE ROLE

As an Indie Customer Support Strategy Senior Specialist, you will be responsible for driving strategic improvements in customer support operations by analysing data, identifying improvement opportunities, and working closely 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 will report directly to the Customer Support Strategy Director and involve close collaboration with the Customer Service, Operations, and Product teams.

WHAT WILL YOU WORK ON?

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.

WHO ARE WE LOOKING FOR?

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.

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