Customer Experience

2 weeks ago

Nashville, Tennessee, United States Eargo Full time

Customer Experience (CX) Director
Nashville, Tennessee / Customer Operations

Client Care / Exempt Full-Time

Were Eargo and were on a mission to disrupt and transform the hearing health industry.

Were looking for those passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers.

Were tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun.

Because it takes passion to change the world and if you have passion in what youre doing, you naturally have fun doing it.

Over 44 million Americans currently experience hearing loss and 73% of them do nothing about it. Their denial has many different shades, but more often than not its related to social stigma.

We at Eargo exist to give people their hearing without the social stigma so that they can go on being the cool person they are.

Thats why we get out of bed in the morning and we take that seriously. And were looking for some great minds to join us on our journey.

The Customer Experience Director is an advocate for the client experience and to represent the voice of the customer throughout the various touchpoints of the customer journey.

Establishing a symmetrical, brand-centric voice across platforms and teams will be necessary to evolve the client experience and align with Eargos Customer Decision Journey.


Responsibilities

Track and understand data as a result of client experience feedback Utilize customer experience tools for overall data
Partner with CX and data team members to analyze and understand customer data
Prepare trend analysis reports for distribution to necessary stakeholders
Provide recommendations for course corrections to drive better client experience to meet organizational CX targets
Centralize and maintain a catalog of the Customer Experience tools used
Review tools to determine threats to data validity and prepare feedback suggestions if necessary
Develop & maintain understanding of tools used along with data input/output
Based on feedback history make suggestions for tool use improvement as needed

Communication & collaboration Nurture relationships with stakeholders across the organization to understand the roles of the teams and impact on client experience
Establish format expectations for documenting change processes, distribution to teams, and necessary follow-up
Cross-functional project work with defined roles and timelines
Working as a liaison between teams/departments to share necessary information and work toward appropriate improvements across teams

Leadership participation Monthly call calibration sessions with Executive Team members as a priority
Monthly call calibration sessions with Customer Operations leaders as a priority
Frontline leader coaching to assist with developing coaching skills of leaders for coaching frontline teams toward brand powered experience delivery

Training and development of employees Partnership with enablement to ensure proper employee training relative to changes in the organization, specific role training, and any additional development opportunities
Training and certification for frontline supervisors/managers to ensure proper team facilitation and accountability

Standards of care Establish standards of care for frontline teams that mirror the vision and voice of the company
Client rewards at the front line level (surprise and delight)

Team leadership Lead CX team members

Revamp management of proactive client experience efforts BBB complaint & review wording
Service recovery program for low rated client feedback
Coach(Earning the Right) frontline employees to help drive positive reviews
Social media outreach/support
Company reviews

Minimum Qualifications
10 years of experience preferred; in a technology or medical device company is ideal, but not mandatory
Experience leading teams at scale in a fast-paced, customer-centric environment and implementing strategies to gather and respond to client feedback.
Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy
Proven experience and passion for working across functions, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
Ability to provide direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes
Experience with complex operational, process, and improvement projects
Ability to adapt to changing environments and providing hands on enthusiastic leadership
Comfortable working both independently and collaboratively
*Eargo is an Equal Opportunity Employer committed to hiring a diverse workforce. All employment is decided upon the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We offer a competitive compensation and benefits package including stock options.

#J-18808-Ljbffr

  • Customer Experience Specialist

    2 weeks ago

    Nashville, Tennessee, United States Calculated Hire Full time

    The Ideal CandidateAs the Customer Experience Specialist I, you will be responsible for providing prompt and intermediate support to Johnston & Murphy customers, and Johnston & Murphy retail locations across the US. The ideal candidate has excellent verbal and written communication skills, is a problem solver with the ability to think creatively to resolve...

  • Customer Experience Representative

    5 days ago

    Nashville, Tennessee, United States IDEXX Full time

    Are you interested in working for a dynamic, environmentally conscious team? IDEXX is hiring Customer Experience Specialists to help the Greenline team do what they do best; convert paper-based processes to electronic ones and work to improve efficiency in the pet health space. If you have great people skills, consider yourself a team player and are...

  • Seasonal Customer Experience Specialist

    2 weeks ago

    Nashville, Tennessee, United States The Peach Truck Full time

    Join The Peach Truck as a Seasonal Customer Experience Specialist, where you'll play a critical role in providing exceptional service and fostering a positive environment for our customers. Your responsibilities will encompass various aspects of customer engagement, problem resolution, and promoting a customer-first culture. Other duties will include setting...

  • Senior Analyst, Customer Experience

    2 weeks ago

    Nashville, Tennessee, United States Asurion Full time

    Connect and generate analysis from customer and operational data sources including but not limited to survey outcome, third party review, journey touchpoint metrics, operational KPIs, etc. Create BI solutions to provide self-service access for CX an Customer Experience, Senior Analyst, Analyst, Experience, Business, Data Architect, Technology, Retail

  • No Experience Required

    2 weeks ago

    Nashville, Tennessee, United States The Now Full time

    About the Job:Are you ready to kickstart your career in a dynamic and customer-focused role? Look no further! Join our team as a representative where you'll interact with clients in a retail environment, delivering top-notch service tailored to their needs.Responsibilities:Build relationships with customers and businessesProvide exceptional service before...

  • Sales Experience Specialist

    2 weeks ago

    Nashville, Tennessee, United States Louisiana-Pacific Corporation Full time

    Join Our Team as a Regional Sales and Marketing Support Specialist at LP!Do you thrive in a dynamic environment where you can contribute to the growth and success of a high-performing sales and marketing team? LP is looking for a Regional Sales and Marketing Support Specialist to play a crucial role in managing tasks that drive business expansion and...

  • Guest Experience Manager

    2 weeks ago

    Nashville, Tennessee, United States Cava Full time

    Guest Experience Manager (Hourly Assistant Manager)At CAVA, we love what we do, and we try and make every day as fulfilling as the last. Our restaurants need team members to make the magic happen every day. Everyone matters and we're here to celebrate your growth.We foster a culture built on five core values: Positivity - Every one of us can change someone's...

  • Learning Experience Designer

    5 days ago

    Nashville, Tennessee, United States Compass Full time

    At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we're revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.Compass is looking for a Learning Experience Designer to build interactive and engaging...

  • Customer Sales Associate

    1 week ago

    Nashville, Tennessee, United States Trane Technologies Full time

    At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift...

  • Customer Sales Associate

    2 weeks ago

    Nashville, Tennessee, United States Trane Technologies Full time

    At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift...

  • Customer Service Representative

    2 weeks ago

    Nashville, Tennessee, United States Impact Banners & Signs Full time

    The J. Nissi Corporation is currently in search of a Customer Service Representative to become part of the team at its PraiseBanners department. With over three decades of experience in creating and producing banners and signs for the church sector, we are looking for someone to handle incoming calls and ensure customer satisfaction. KEY RESPONSIBILITIES:...

  • Customer Success Manager

    2 weeks ago

    Nashville, Tennessee, United States HealthStream Full time

    As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream's brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to...

  • Customer Service Representative

    2 weeks ago

    Nashville, Tennessee, United States Romanoff Full time

    WHO WE ARE: Romanoff Renovations is a nationally recognized and awarded provider of flooring installation services for the nations' largest big-box retailer. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 46 offices located throughout the East and West coasts. We are proud to be named an industry trailblazer in innovation,...

  • Customer Excellence Receptionist

    2 weeks ago

    Nashville, Tennessee, United States Genesis Diamonds Full time

    The Customer Service position here at Genesis Diamonds offers an opportunity to work in a fast-paced and dynamic environment, providing valuable support to our customers. If you are passionate about delivering exceptional customer service, have strong communication skills, and enjoy working in a team-oriented environment, we would love to hear from you ...

  • Customer Service Representative

    2 weeks ago

    Nashville, Tennessee, United States PrideStaff Full time

    Job DescriptionJob DescriptionCUSTOMER SERVICE REPRESENTATIVES NEEDED FOR COMPANY IN THE NASHVILLE AREAPosition Overview: We are looking for an Onsite Svc Tech to provide exceptional service to our customers. The ideal Onsite Svc Tech will be customer-focused and detail oriented. You should be courteous, knowledgeable, and create an excellent customer...

  • Customer Success Manager

    4 weeks ago

    Nashville, Tennessee, United States Barn2Door Full time

    Account Manager - SaaSAboutBarn2Door is a high growth food+tech startup based in Nashville, TN. We build software for Independent Farmers to create and promote their brand, sell online and in-person and save time managing their business. We are the Market-leading software solution (Saas) to help independent Farmers run successful businesses in their local...

  • Customer Service Agent

    4 weeks ago

    Nashville, Tennessee, United States Philips Full time

    Job TitleCustomer Service Agent (Level 1)-5Job DescriptionJob title:General Sales SupportYour role:Take a high volume of inbound customer calls and provide accurate, satisfactory answers to queries and concerns.De-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution following policies &...

  • Assistant Vip Experience Manager

    2 weeks ago

    Nashville, Tennessee, United States 1 Hotel Nashville Full time

    Overview:Grow with us:As a luxury lifestyle hotel brand inspired by nature,1 Hotel Nashville cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service.1 Hotel Nashville has an opportunity for a service-minded Assistant VIP Experience Manager to lead and inspire our...

  • Customer Services Representative

    2 weeks ago

    Nashville, Tennessee, United States AmSurg Full time

    ** Customer Services Representative** **Job Category****:** Corporate **Requisition Number****:** CUSTO005306 Showing 1 location **Job Details** **Description** **AMSURG**, the Envision Healthcare solution for ambulatory surgery centers (ASCs), collaborates with physicians and health systems across the country to provide and promote quality patient care. We...

  • Customer Engineer I

    2 weeks ago

    Nashville, Tennessee, United States NCR Corporation Full time

    About NCR VOYIXNCR VOYIX Corporation (NYSE: VYX) is a prominent global provider of digital commerce solutions for the retail, restaurant, and banking sectors. Headquartered in Atlanta, Georgia, NCR VOYIX has around 16,000 employees spread across 35 countries worldwide. With a history of nearly 140 years, NCR VOYIX leads in consumer transaction technologies,...