Head of Customer Experiences

As the Head of Customer Experiences at Thrillophilia, you will play a pivotal role in fostering a healthy, motivated, and collaborative culture within the organization. Your primary responsibility will be to develop the internal staff, ensuring their professional growth and success. You will be leading the Support team, overseeing day-to-day Support Operations, including shift management, scheduling, training, and ensuring round-the-clock support coverage. Your role will involve managing all aspects of Support operations, from hiring and training Customer Support Engineers to resolving customer escalations efficiently to achieve higher CSAT/NPS scores. In collaboration with other leaders, you will work towards executing objectives and metrics to measure the success of the team. Your strategic input will be crucial in defining support processes that enable the team to scale effectively with the company's growth. Key responsibilities also include establishing standard operating principles for the Support Team, driving continuous improvement in Support Team SLAs, and managing interactions between Support, Sales, Operations, and Development teams to address customer issues and feedback effectively. Your success in this role will be driven by your ability to lead by example, take complete ownership of customer issues, and demonstrate strong leadership skills. Experience in team building, recruiting, and managing customer escalations will be essential. Proficiency in data analysis using tools like Excel, along with excellent communication and empathy towards customers, will be critical in your role. If you are a results-driven individual with a strong sense of empathy, exceptional communication skills, and the ability to thrive in a fast-paced, dynamic environment, we invite you to join us as the Head of Customer Experiences at Thrillophilia.,