Customer Experience Manager

1 day ago


Brooklyn, New York, United States Yoto Full time
Customer Happiness Supervisor Job Description

We're seeking a highly skilled Customer Happiness Supervisor to join our growing team at Yoto. As a key member of our Customer Happiness team, you will play a crucial role in delivering exceptional customer support across all platforms.

About the Role:

  • Supervise and develop a team of Customer Happiness Specialists, providing guidance and support to ensure exceptional customer service.
  • Manage customer escalations, monitor team performance, and help the team reach targets through training, motivation, and support.
  • Collaborate with the Customer Happiness Manager to drive team success and improve customer satisfaction.
  • Provide first-line technical advice and support to customers, utilizing knowledge base and assistance from the Yoto technical team.
  • Work closely with the Marketing team to present a consistent approach across all customer-facing responses.

Requirements:

  • 3+ years of experience as a Supervisor or Manager of a customer support team in a fast-paced environment.
  • Proven history of team, policy, and process development.
  • In-depth knowledge of customer support performance metrics.
  • Previous experience with Zendesk/HubSpot/Gorgias or similar help desk solutions, as well as Shopify.
  • Outgoing, positive, and team-minded, with great communication skills and a passion for problem-solving.
  • Customer-obsessed, with an ability to communicate clearly and in a professional, yet friendly and approachable style.

What We Offer:

  • Competitive salary: $60,000 to $70,000 based on experience.
  • Flexible working hours, including occasional weekend shifts.
  • Opportunities for professional growth and development.
  • A dynamic and supportive team environment.

How to Apply:

Please submit your application through our careers page (careers.yotoplay.com or careers.yotoplay.com/en). We look forward to hearing from you



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