Responsibilities of the position include:

• Develop policies, procedures, and strategies to manage the end-to-end workflow of customer interactions including the written responses, timeliness of responses, resolution, and satisfaction
• Establish customer service standards for various customer channels including live chat, emails, social platforms, etc.
• Constantly checking the team's work, looking for ways to improve responses to customers
• Collaborate cross-functionally with other departments to understand how customer service is impacted or how it can support others to achieve the same goals
• Create a living process that allows for continuous improvement of new hire training and employee development programs. Improve customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing potential changes.
• Define and effectively manage department KPIs and metrics

Qualifications

• 1+ years of customer service experience (preferably with a digital application or website)
• A strong passion for customer service and delivering high-quality customer experience.
• A love for data - constantly looking at metrics and customer interaction to improve productivity, quality of response, and performance
• Excels with communication tools like email, social media and chat channels
• Experience in usage of software (Zendesk, LiveChat, Facebook Messenger, etc.) preferred
• Strong leadership, management and mentorship capabilities
• Ability to develop new procedures, policies and reporting tools to simplify and improve operations Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs

Upon receiving your application, if qualified, you'll be contacted within 24-48 hours to interview for the position.