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Client Success Leader
2 months ago
Client Success Leader - Culinary Innovations
Remote / Customer Success / Full-Time
About Anova
Anova stands at the forefront of smart kitchen technology, renowned for its innovative connected sous vide device, the Anova Precision Cooker, and the latest addition, the Anova Precision Oven. Our mission is to create an Anova Kitchen, where devices are intuitive, interconnected, and accessible, empowering everyone to cook like a professional chef.
About the Role
As the Client Success Leader for our Culinary Innovations team, you will elevate our support operations to exceptional standards. You will play a pivotal role in defining the processes, objectives, and vision for the Anova Culinary team. Leading a dedicated group of agents, you will shape customer perceptions and enhance their experiences with our products.
Key Responsibilities:
- Oversee the daily operations of our dynamic Culinary Innovations customer success team across various locations.
- Engage with our social community by addressing inquiries related to cooking and Anova products.
- Inspire and motivate team members through a positive and inclusive culture that aligns with our core values.
- Enhance the Anova reputation for Customer Success, ensuring our customers receive outstanding service through comprehensive support channels.
- Commit to continuous improvement by conducting regular team meetings, one-on-one sessions, and development initiatives.
- Handle escalated issues with professionalism and empathy, demonstrating sound judgment.
- Assist in recruiting Customer Success Associates as the Culinary Innovations team expands.
- Establish and monitor user metrics and related support performance indicators.
Requirements:
- A minimum of 3 years in a relevant customer experience role, with a proven track record of excellence.
- Proficient with various online tools (such as Zendesk, Intercom, and other CRMs) that enhance customer interactions, always seeking innovative solutions.
- A passion for cooking and a desire to share culinary creations.
- A strong inclination to assist others and tackle unique and challenging problems daily.
- A sense of accomplishment when delivering high-quality work.
