Customer Service Representative in a key role supporting veterinary clinics and pet families. Building relationships and ensuring compassionate service during sensitive moments.
About the role
- Business Analyst in Revenue Operations team focused on optimizing systems for revenue growth at a web data gathering company. Collaborating with cross-functional teams to improve operational efficiencies.
Responsibilities
- Lead a 20+ person CX department across three teams: Customer Support (24/7), Second-Line Support, and Support Operations.
- Ensure highest Customer Service standards and provide the best possible experience for our customers.
- Own a customer-advocacy initiatives across organisation.
- Own the AI chatbot roadmap and its operational impact.
- Run a 24/7 support operation with strong service levels and efficient resource allocation.
- Build a Customer-centric support model where AI automation handles the majority of inquiries.
- Own team structure, workforce planning, and change management as automation scales.
- Ensure high support quality via QA frameworks, training, and clear escalation paths.
- Set goals, metrics, and accountability across the CX department.
Requirements
- Experience leading a scaled Customer Support / CX function.
- Strong background running 24/7, shift-based operations.
- Hands-on experience with automation, AI chatbots, or self-service support.
- Data-driven decision maker.
- Proven ability to influence Product using customer insights.
- Strong people leadership and stakeholder management skills.
- Nice to have: Experience in B2B SaaS or high-growth environments.
- Nice to have: Deep familiarity with LiveChat or similar platforms.
- Nice to have: Background in QA or process optimization.
- Nice to have: Direct ownership of AI chatbot tooling.
Benefits
- expansive benefit package covering learning, well-being, celebration, and more
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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