Head of Customer Experiences Welcome to Thrillophilia ! 7 Million users come every month to plan their trips on Thrillophilia . We are your one stop solution to book your tours, activities, staycations and much more. Responsibilities - Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores. Help define a support process that will allow our support team to scale with the company Closely align with other leaders in the organization and execute on OKR s (objectives and metrics) to measure the overall team s success Help define and put in practice standard operating principles for the Support Team Develop and execute on strategy for continuous improvement of our Support Team SLAs Manage the interactions between Support, Sales, Operations and Development on customer issues/feedback Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams Requirements - Lead through example Complete ownership of customer issues Demonstrated success in leading teams and individual contributors Experience in growing the team by participating in the recruiting process Hands-on with excel and data-driven Experienced in managing customer escalations across organizations Strong sense of empathy for our customers Ability to stay calm in a fast-paced, growing environment Exceptional communicator

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Head of Customer Experiences