Our team is dedicated to enhancing the customer journey for our digital subscription services. We value meticulous support operations that not only address concerns but also drive engagement.

Requirements

Minimum of 3 years managing customer support teams in a digital environment.
Experience with virtual assistant tools, particularly in designing conversational flows.
Exceptional written and verbal communication skills.
Strong analytical capabilities, with an eye for detail.
Prior success in training and developing team members.
Experience with customer support platforms, ideally Kustomer.
Proven ability to manage offshore teams, including scheduling and performance oversight.
Familiarity with subscription-based business models.

Benefits

Flexible hybrid work model, requiring at least three days in the Englewood Cliffs office.
Access to personal development opportunities focused on leadership in customer experience.
Comprehensive health benefits, including mental health support.
Engagement in team-building activities that foster collaboration and camaraderie.
Opportunities to attend industry conferences and training workshops.

You’ll Be a Great Fit If...

You appreciate the nuances of customer interactions. Your approach is methodical; you enjoy diving deep into data to uncover insights and improve processes. Communication is second nature to you, and you can pivot between technical discussions and customer-focused narratives seamlessly. You're proactive in identifying issues and don't shy away from suggesting changes. Your adaptability shines when new tools are introduced, and you possess a genuine curiosity about enhancing the customer experience at every level.

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Customer Experience Champion