Virtual Customer Experience Lead

hace 1 semana


San José, San José, Costa Rica Scalelab Inc A tiempo completo

Role Overview:

As Virtual Customer Experience Lead, you will be responsible for designing and delivering exceptional customer experiences that meet and exceed client expectations. Your primary objective will be to create a customer-centric culture within our organization, fostering a deep understanding of customer needs and preferences.

Key responsibilities include:

  • Developing and implementing a comprehensive customer experience strategy, aligned with business objectives.
  • Leading cross-functional teams to design and deploy customer-facing initiatives.
  • Collaborating with stakeholders to gather feedback and insights, informing customer experience improvements.
  • Monitoring and analyzing customer sentiment, identifying areas for improvement.
  • Designing and deploying effective quality control measures to ensure high-quality customer interactions.
  • Providing coaching and development opportunities for team members, promoting growth and excellence.
  • Staying up-to-date with industry trends and best practices to maintain a competitive edge.

Requirements:

  • Fluent English language proficiency and ability to work remotely.
  • Strong leadership and management skills, with a minimum of 5 years of experience in customer service or a related field.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders.
  • Demonstrated ability to manage ambiguity and resolve problems efficiently.
  • Self-motivated individual with a bias for action and excellent multitasking skills.
  • Ability to thrive in a fast-paced environment with minimal supervision.


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