DirecciónAbout the role
Pangea is hiring for a leader within the Customer Experience organization who is an advocate for our customers driving exceptional experiences. This role focuses on continuously improving operations and performance primarily of the internal team. You will have 4-5 direct reports with responsibility for scheduling, workload distribution, training, and reviews. In addition to the tasks below, this individual will focus on projects aimed to improve Pangea’s outsourced and in-house customer service teams and activities as assigned by the Head of Customer Experience.
As Customer Experience Manager, you’ll get to:
- Manage a team of Customer Experience Advocates to achieve KPIs, from scheduling and task distribution to monitoring and reporting performance.
- Build a great culture and ensuring team members have clear goals, receive feedback, and grow in their careers, while promoting teamwork and collaboration
- Ensure work queues for the team are managed within SLA on a daily, weekly, and monthly basis.
- Identify gaps and propose improvements to current processes driving measurable outcomes on key metrics and optimizing Customer Experience.
- Partner with site reliability to monitor incidents and mitigate customer impact.
- Drive the strategy for Pangea’s social media responses, incident response and chat.
- Engage with key stakeholders within Pangea to bring valuable insights from the customer interactions to improve the product and marketing.
The ideal candidate will have:
- Previous 5+ years of experience in Customer Service management roles
- Experience creating customer communications in both English and Spanish
- A bachelor’s degree
- Excellent verbal and written communication skills in both English and Spanish
- Experience working cross-functionally with multiple teams to deliver initiatives with measurable results.
- Ability to use data analysis to drive decisions and synthesize results with concise presentation.
Bonus Points if you have:
- Strong experience working with customer service tools like Zendesk, Salesforce, Data visualization tools (like Looker, Tableau), fraud solutions, risk models, etc
- Prior experience launching or working with chat for customer service and defining / implementing new Customer Experience KPIs
- MBA preferred.
- Strong analytical skills
#LI-Hybrid
