Head of Customer Experience

2 months ago

New York, United States ZIP Full time

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**Head of Customer Experience**

New York, NY / Operations Customer Experience / *Before we dive into the role, lets talk about flexibility. At Zip, our office is in New York City but we can hire from anywhere across the United States. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment.*

*So whether youre fully remote, mostly in the office or a mix of the two, youll be empowered to do whatever brings out your best.*

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) - and were just getting started.

We exist to create a world where people can live fearlessly today, knowing theyre in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

**What youll do**

- Lead a customer first mission representing our customers using VOC data and insights to balance the needs of our customers with those of the business to drive continuous improvement - Champion and leverage data sources such as the voice of customer, insights and analytics, and customer journey mapping, to fully understand our customers experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities - Walk a mile in our customers shoes to ensure smooth experiences in the customer life cycle - Develop strategic initiatives that drive customer satisfaction, retention & LTV - Partner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and support team efficiency - Evaluate productivity and performance across the support teams as it measures up to company-wide goals and departmental KPIs - Research and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement to ensure best in class support and tools - Partner with support teams and BPO partners to determine staffing levels across our support operations to guarantee service level expectations are met and provide data so that we can ramp quickly as business expands - Directly manage the leaders of the customer experience team while providing a high level of insight to the executive leadership team - Leverage internal partnerships with our BPO partners, core team members and other stakeholders, to drive efficiency and reduce recurring customer issues - Coordinate insights from review sites, regulatory authorities and social media to ensure utmost of customer satisfaction and reputation management - Drive positive experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data - Oversee and partner with Level 2 Support team in order to ensure customer issues get resolved promptly and with high degree of satisfaction and drive product changes to eliminate customer pain points - Provide guidance and insights to improve and leverage data from our internal quality assurance program, its new and we are awesome at accepting feedback to improve.

- Previous experience guiding an internal Learning and Development program in addition to improving our existing agent and core team member onboarding experience.

**What were looking for**

- 8+ years of experience leading multi-channel (voice/chat/social/email) support teams with experience in a fast-growth startup preferably in the financial services or payments space - D2C experience, ideally with an app or cloud-based SaaS company. - You are empathetic and you lead a global team, providing services to people around the world. In addition to this, you empower your team, help them and lead them through ambiguity - Proven experience creating processes that enable support teams to scale and deliver tangible business benefit (NPS improvements, churn reduction, product improvements) - A proven track record of attracting, hiring, onboarding and coaching A-player talent in a remote environment, helping them achieve their personal and our business goals in order to foster a high-performing culture - Provide guidance supported by data on new offerings; whether they be 24/7 multi-lingual support or expand on self-service options for our customers and team members - Creativity and willingness to drive experiments in different approaches to create a best in class customer experience - Demonstrated experience in building trusting relationships to internal and external stakeholders to provide the atmosphere to scale across multiple time zones and channels - Outstanding communications skills, both verbal and written to ensure we continue to document plans with transparency so future employees can get up to speed quickly - Experience creating and leading incident management to urgently surface any issues coming from customer feedback, coordinate responses and ensure closure with impacted customers is handled in a timely manner - Cleverly connect teams with remote communication skills and ability to engage remote workforce - Define KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organization - Outstanding organizational and leadership abilities - Excellent interpersonal and public speaking skills - Aptitude in decision-making and problem solving - Undergraduate Degree in Business or related field - Extensive experience working with all levels of the organization Were proud to be a values-led business. They guide us in everything we do - how we work together and create game-changing experiences for our customers and fellow Zipsters.

If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

We offer a variety of perks and benefits to support you at both work and home. Heres a taste of what you can expect

? Flexible working culture ? Share incentive programs ? 20 days PTO every year ? Generous paid parental leave ? Leading family support policies ? 100% employer covered insurance ? Beautiful Midtown office with a casual dress code ? Learning and wellness subscription stipend ? Company-sponsored 401k match ? Remote working allowance

Join us on our mission to be the first payment choice, everywhere and every day.

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