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Head of Customer Service

Résumé du poste
Salaire : Non spécifié
Télétravail fréquent
Compétences & expertises
Compétences en communication


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Le poste

Descriptif du poste

The Head of Customer Service will lead our customer service department and ensure our customer support operations exceed our customers’ expectations. The successful candidate will be an experienced leader, well-versed in the technical aspects of customer service platforms, particularly Zendesk, and skilled in data analysis to drive service improvements.


  • Oversee the daily operations of the customer service department, ensuring a high standard of service delivery.

  • Develop and implement customer service policies and procedures to maximize customer satisfaction.

  • Manage and scale our use of Zendesk, optimizing workflows, automating processes, and ensuring the support team is fully trained on the platform.

  • Analyze customer service metrics and feedback to identify trends and insights, reporting findings to senior management and using data to inform strategic decisions.

  • Lead and train the customer service team; including hiring, onboarding, and professional development.

  • Work cross-functionally with the product and engineering teams to address technical issues affecting customer satisfaction.

  • Establish and monitor performance metrics for the service team, setting objectives that align with the company’s business goals.

  • Address complex customer service issues that are escalated by team members.

Profil recherché

  • Minimum of 5 years of experience in customer service leadership roles, preferably in a technology-focused environment

  • Proven expertise in Zendesk

  • Strong background in data analysis with the ability to interpret and leverage customer data to improve service delivery

  • Excellent leadership and team management skills, with a track record of motivating staff to achieve excellence

  • Outstanding communication and interpersonal abilities

  • A customer-oriented mindset with a proactive approach to problem-solving

  • Experience in creating and delivering training programs

  • Ability to work effectively in a fast-paced, dynamic environment

Déroulement des entretiens

The recruitment process for the Revenue Operations Manager position involves five steps:

1. Manager Interview: An initial interview with the hiring manager to assess your experience and suitability for the role

2. Business Case Assignment: You will be given a business case to work on, showcasing your analytical and strategic thinking skills

3. Meeting with the COO: An in-depth discussion with the Chief Operating Officer to understand your approach to operations and management

4. Final Interview with the CEO: The concluding interview with the CEO, focusing on vision alignment and cultural fit within the company

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