Senior Manager, Customer Experience Leader

2 days ago


Alpharetta, United States GoFan Full time

About the Role

We are seeking a highly skilled and experienced Senior Manager, Customer Experience Leader to join our rapidly expanding team at GoFan. This critical role will be responsible for leading a team of customer support professionals in delivering exceptional service to our partner schools and fans.

Key Responsibilities

  • Coach, mentor, and lead a team of customer support professionals to ensure they have the skills and knowledge to deliver effortless customer service.
  • Establish a culture of operational excellence, ensuring the team consistently executes to meet our key operational objectives and deliver the best possible resolutions to our customers.
  • Make data-driven decisions to improve operational quality and efficiency, collaborating with internal stakeholders to improve processes and advocate for the Voice of the Customer.
  • Develop and implement strategic initiatives to improve customer satisfaction, loyalty, and retention.
  • Lead through influence, maintaining a high level of team engagement and motivation, and driving results in a dynamic and collaborative environment.

Requirements

  • Experience leading strategic initiatives in a technology-centered service company.
  • Previous experience leading a team of managers or supervisors.
  • Process mapping and solution implementation experience.
  • Strong understanding of customer service and support best practices, digital support strategies, case management, outage response, and workforce optimization.
  • Natural curiosity and affinity for creative problem-solving.
  • Clear, professional, and informative communication style.
  • Ability to build trust and confidence with customers and colleagues.
  • Consistent track record of delivering results in excess of company expectations.

What We Offer

We offer a competitive salary, multiple medical options, dental, vision, life, and disability insurance, generous PTO, 401K plan with company match, and a fun, flexible, and collaborative work environment.



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