Head of Customer Experiences

As a Support Operations Manager at Thrillophilia, your role will involve fostering a healthy and collaborative culture within the team while focusing on the professional growth of internal staff. You will be responsible for managing the Support team and driving day-to-day Support Operations, ensuring 24x7 support coverage. Your key responsibilities will include: - Developing internal staff in their professional growth - Managing the Support team and overseeing day-to-day Support Operations - Hiring, training, and developing Customer Support Engineers - Driving customer escalations to achieve higher CSAT/NPS scores - Defining support processes to scale with the company - Aligning with other leaders to measure the team's success through OKRs - Implementing standard operating principles for the Support Team - Strategizing for continuous improvement of Support Team SLAs - Coordinating interactions between Support, Sales, Operations, and Development - Generating reports to demonstrate team effectiveness to Engineering, Product, and Leadership teams To excel in this role, you should possess the following qualifications: - Leading by example and taking complete ownership of customer issues - Demonstrated success in leading teams and individual contributors - Experience in recruiting and growing teams - Proficiency in excel and data-driven decision-making - Managing customer escalations effectively across organizations - Demonstrating empathy towards customers - Ability to thrive in a fast-paced, evolving environment - Exceptional communication skills Join Thrillophilia and be a part of a dynamic team that is dedicated to providing exceptional support and experiences to millions of users planning their trips.,