29 Aug 2017

Full-Time Head of Customer Care and Success (m/f)

Orderbird AG – Posted by Orderbird2017Anywhere

Job Description

After evolving our organisation from support oriented to customer success driven, and redesigning the whole after sales customer journey, we are looking for a fierce Head of Customer Care and Success (M/F) to enable the department and the vision to develop in a fast-pace growing company. This is a chance to see your ideas come to life and have an impact on the business within days. As the Head of an international team of Customer Care agents, Tech Supporters, Customer Knowledge Managers and Customer Success Managers, you represent the voice of our customers in the company.

What we offer:

– Plenty of scope for your input, a good deal of responsibility within clear and reliable framework conditions
– modern equipment for your daily work
– Drinks for free and a chef who cooks freshly for us every day
– Beautiful and modern office, centrally and easily accessible by public transport
– Regular events and events, like our Company Breakfast every Wednesday: The breakfast serves as an ideal platform to introduce new employees, to provide department updates and to present news about our company.
– Flat hierarchies, fast decision-making as well as a committed, friendly team – we know everyone says that, but itʼs true!

Your tasks:

– You will manage and develop an international team of customer support agents and success managers
– You are an advocate for customer needs in features and services development
– You will measure and drive the impact of strategic support and success programs on the overall business
– You will initiate and maintain communication bridges between customer service and other departments
– You will handle escalations and help solve global customer issues, particularly in times of emergency
– You will identify customer pain points, analyse metrics, define and monitor SLAs
– You will challenge the effects on the customer experience prior to new releases, mailing campaigns and roadmap changes
– You will provide (and own) analysis, reports and overviews of customer impacting issues
– You will keep the organisation informed of changes in and outside CS that have impact on customer experience
– You will optimise customer-facing processes to decrease customer effort

Your skills:

– You have a solid track record in team development, process improvement, KPIs monitoring and SLAs definition
– You have no problem to work with all levels within the organization
– You have managed Customer Support and/or Success teams, preferably in a SaaS environment
– Taking decisions based on qualitative and quantitative data comes natural to you
– You have the ability to persuade a cross-organizational team to modify processes and improve customer experience
– You are fluent in both English and German

Job Categories: Others. Job Types: Full-Time. Job expires in 35 days.

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