Director of Customer Experience

1 week ago


Atlanta, Georgia, United States Reibus International Inc Full time

**About the Role**

The Director of Customer Experience is a senior leadership position that reports to the Chief Revenue Officer at Reibus International Inc. This is an excellent opportunity to join a rapidly growing international organization where you will be building the customer experience function from the ground up.

**Key Responsibilities**

As Director of Customer Experience, you will be responsible for defining the strategic growth of our support services and building and managing the teams to deliver them. This includes:

  • Developing and perfecting the customers' journey across the Reibus platform
  • Defining service levels and KPIs inclusive of user expansion rates, churn rate reduction, and improving our net promoter score (NPS) for our users
  • Helping the sales team rapidly grow our Gross Merchandise Value and user retention rates
  • Day-to-day management responsibility and senior escalation point for all customer support activities
  • Managing and building support teams inclusive of Customer Success Managers and Sales Support to ensure the highest level of customer service possible
  • Managing contracts, budgeting, and team scheduling in line with business objectives
  • Ensuring continuous improvement of formal processes to support best practice governance of both our pre and post-sales support activity
  • People management including coaching, mentoring, and training of direct reports
  • Working with other Heads of Department and HR to carry out recruitment selection, appraisals, and performance management
  • Via customer feedback, helping our development teams continuously improve the technology platform to drive world-class customer experiences

**Requirements**

To be successful in this role, you will need:

  • A Bachelor's Degree in Business Administration or related field
  • Minimum 5 years of experience of leading and building a technical support and customer service function, preferably in a SaaS environment
  • Proven track record of building multi-disciplined support teams that have delivered a seamless customer experience across all stages and touchpoints in a customer journey
  • A data-driven mindset with strong problem-solving and analytical skills where data has been leveraged to constantly enhance service
  • Strong people management and development skills
  • Extensive background in using a robust sales CRM like Salesforce and Microsoft Office products, Outlook, Excel, Word, and PowerPoint

**What We Offer**

Reibus International Inc is committed to creating a culture that allows great people to do awesome things. We learn from each other, and our individual differences power that learning. We welcome the contributions you can bring as a result of your unique combination of experiences, opinions, race, color, religion, gender, gender identity or expression, sexual orientation, pregnancy status, age, national origin, disability status, and/or beliefs. We are an equal opportunity employer because we recognize that what makes you different makes us stronger.



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