Oversee day-to-day operations across all channels (voice, SMS, email, chat).
Manage, mentor, and grow a team of managers, team leads, and QA specialists.
Build a culture of accountability, empathy, and performance.
Shape and Own key CX metrics: CSAT, FCR, AHT, SLA.
Design and execute a roadmap to elevate both customer and agent experience.
Optimize support channels, tech stack, and self-service automation.
Drive CX Operations Excellence and own our CX systems (Kustomer, Aircall, Help Center, etc.).
Develop scalable systems for QA, training, onboarding, and scheduling.
Create SOPs and escalation protocols that work in real-life situations.
Be the Voice of the Customer by influencing product and operations decisions with real customer insight.
Collaborate closely with Product, Engineering, Marketing, and Operations.
Ensure alignment between our digital platform and real-world service.
Manage escalations, refunds, and claims in partnership with Legal and Ops on incident response and safety processes.
Requirements
5-7+ years in customer experience, support, or CX operations, with at least 3 years in leadership.
Experience in on-demand, logistics, or marketplace environments is highly preferred.
Strong B2C background; B2B exposure is a bonus.
Skilled in managing remote, distributed, or hybrid teams.
Fluent in support platforms and support KPIs.
Comfortability working in a fast-paced, high-growth environment.
Benefits
Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
Employee Recognition Program – Get rewarded and celebrated for your hard work and contributions.
Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
Growth with Purpose – We're a scaling company where leadership roles evolve. You'll have the opportunity to grow alongside the business and shape its future.
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