Customer Experience Operations Manager
6 days ago
We are seeking a highly skilled Customer Experience Operations Manager to join our team at Robin Powered Inc. This role is responsible for leading our Technical Support team and ensuring that our customers have the best possible experience.
Company OverviewRaised in today's offices powered by Robin, global organizations create better office experiences. With leading space data and employee insights driving workplace strategy, the office becomes less of a mandate and more of a magnet for intentional collaboration. Our platform bridges the gap between people and places empowering workplace leaders to create collaborative, cost-effective and cohesive office experiences. Robin centralizes the management of workplace operations and visitors, helping companies optimize space investments.
Job DescriptionThe ideal candidate will be able to develop and mentor their team, including being able to help with continuous training, improvement, and tracking KPIs. They will also own high-priority and escalated customer issues and be able to help prioritize tickets in Jira. Furthermore, they should be able to find trends in common customer issues, allowing them to work cross-functionally with our engineering and product teams to relay feedback and improve customer experiences.
Key Responsibilities- Liaise with customers to understand their needs and provide solutions
- Develop and implement processes to improve customer experience
- Lead a team of technical support specialists to ensure timely and effective issue resolution
- Collaborate with cross-functional teams to identify areas for process improvement and implement changes
- 3+ years of experience in customer-facing roles, preferably in a technical support capacity
- Strong leadership and team management skills
- Excellent communication and problem-solving skills
- Able to work in a fast-paced environment and adapt to changing priorities
- $120,000 - $150,000 per year salary range, depending on experience
- Medical & Dental Insurance through Blue Cross Blue Shield covered at 85% for employee and family members
- Vision Insurance offered through EyeMed
- Company-sponsored 401k with up to a 3% match
- Incentive Stock Options
- 100% Paid Parental Leave
- Flexible vacation time (that we actually use)
- 12 company holidays
We celebrate diversity and are committed to creating a workplace that reflects the world around us. We believe that the key to good work is empowering our people and know that diversity and inclusion are a large part of this equation.
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