Customer Experience Director
4 giorni fa
**Contract type**: permanent
Workplace: Milano
Our client is a fast-growing Mad-Tech SaaS company based in Italy with operations across Europe, Latin America, and the UK.
We are looking for a **CUSTOMER EXPERIENCE DIRECTOR **that will work closely with the Marketing, Customer Success and Product Teams to build from scratch the whole Customer Experience division.
Daily responsibilities include:
- Managing and growing the current support team, a group of experienced customer support experts
- Pursuing a proactive approach towards the customers' needs and wants
- Triaging questions from the support team on a daily basis
- Pursuing a standard of excellence for the CX team through customers' feebacks to identify areas of strength and improvement
- Cooperating with the marketing team to build the best customer experience
- Cooperating with the customer success team on creative retention efforts to increase customers' loyalty
- Monitoring and synthesizing product feedback through support feedback and return/exchange data
- Communicating findings to the product team in order to improve product development and sales strategy
- Escalating issues gleaned through customers' feedback to the web development team
**Qualifications**:
- Bachelor's degree
- Relevant experience in Customer Support
- At least 5 years of experience in a similar role
- Excellent proficiency in English and Italian language
You are goal-oriented, competitive with intellectually curious attitude. You are proactive, flexible, passionate, and able to work in team.
If you want to work in a company that puts people first, that value differences and promote excellence this might be the right opportunity.
**Place of work: Milano
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