Head of Customer Experiences

As the Head of Customer Experiences at Thrillophilia, your primary role will be to foster a healthy, motivated, and collaborative culture within the organization. You will be responsible for developing internal staff members in their professional growth. Your key responsibilities will include: - Managing the Support team and overseeing day-to-day Support Operations, including shift operations, scheduling, training, and ensuring 24x7x365 support coverage - Leading all aspects of Support operations management, such as Hiring, Training, and Professional Development of Customer Support Engineers, and resolving customer escalations to achieve higher CSAT/NPS scores - Defining a support process to facilitate the scaling of the support team along with the company - Collaborating closely with other leaders in the organization to achieve OKRs (objectives and metrics) for measuring the team's success - Establishing standard operating principles for the Support Team and implementing strategies for continuous improvement of Support Team SLAs - Managing interactions between Support, Sales, Operations, and Development teams on customer issues/feedback - Generating reports that showcase team effectiveness to Engineering, Product, and Leadership teams To excel in this role, you need to lead by example, take complete ownership of customer issues, demonstrate success in leading teams and individual contributors, participate in the team's growth through the recruiting process, be proficient in excel and data-driven techniques, manage customer escalations effectively, have a strong sense of empathy for customers, remain composed in a fast-paced, growing environment, and possess exceptional communication skills. This position at Thrillophilia offers you the opportunity to play a crucial role in shaping the customer support experience and contributing to the company's overall success. As the Head of Customer Experiences at Thrillophilia, your primary role will be to foster a healthy, motivated, and collaborative culture within the organization. You will be responsible for developing internal staff members in their professional growth. Your key responsibilities will include: - Managing the Support team and overseeing day-to-day Support Operations, including shift operations, scheduling, training, and ensuring 24x7x365 support coverage - Leading all aspects of Support operations management, such as Hiring, Training, and Professional Development of Customer Support Engineers, and resolving customer escalations to achieve higher CSAT/NPS scores - Defining a support process to facilitate the scaling of the support team along with the company - Collaborating closely with other leaders in the organization to achieve OKRs (objectives and metrics) for measuring the team's success - Establishing standard operating principles for the Support Team and implementing strategies for continuous improvement of Support Team SLAs - Managing interactions between Support, Sales, Operations, and Development teams on customer issues/feedback - Generating reports that showcase team effectiveness to Engineering, Product, and Leadership teams To excel in this role, you need to lead by example, take complete ownership of customer issues, demonstrate success in leading teams and individual contributors, participate in the team's growth through the recruiting process, be proficient in excel and data-driven techniques, manage customer escalations effectively, have a strong sense of empathy for customers, remain composed in a fast-paced, growing environment, and possess exceptional communication skills. This position at Thrillophilia offers you the opportunity to play a crucial role in shaping the customer support experience and contributing to the company's overall success.