Director, Customer Experience
Relay
This job is no longer accepting applications
See open jobs at Relay.See open jobs similar to "Director, Customer Experience" Work In Tech.What You’ll Be Doing:
- Deliver an exceptional support experience. For our SMBs that means providing an empathetic, informative, and timely response
- Always considering scalability as well. Find ways in the longer term to serve our customers with excellence and efficiently
- Drive monthly, quarterly, and annual execution of your team’s KPIs and strategic plans, using a process-oriented and data-driven approach
- Champion customer priorities cross-functionally, such as collaborating and communicating with product to influence customer experience initiatives within the product roadmap
- Maintain full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers
- Design and develop process improvement to the customer experience journey with a focus on automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues
- Hire and build a high-performing team through strong mentorship and talent development while identifying key opportunities for growth and up-leveling. Represent our core values of Relay in all you do
- Drive best practices and continuous improvement, including building a customer experience playbook
- Work with the risk leadership team on forward thinking initiatives to ensure our CX delivery model evolves as the business continues to scale
- Explore partnerships, including working with Business Process Outsourcing resource
- Champion ongoing learning and continuous improvement across your team and our business; provide support, education, and training to different teams to build a world class customer experience team
- Collaborate with cross-functional teams (Risk, Product, Engineering, etc.) to ensure customer feedback and issues are integrated into every aspect of our product
- Stay ahead of emerging customer engagement trends and customer experience preferences
Who You Are:
- You have 6+ years of experience in Customer Experience/ Support
- You have 5+ years of experience in a people leadership capacity
- You have experience developing, coaching and mentoring high-performing teams
- You have fintech experience (an asset)
- You are collaborative, organized, and execution-oriented with strong communication skills
- You have a keen analytical approach to identifying trends, issues, and opportunities.
- You are highly process-oriented – you can drive improvement in complex cross-departmental processes
- You love teamwork and commitment to building a world-class global customer experience engine together
- You are empathetic and humble; and can truly understand the needs of SMBs and teams.
Bonus Points:
- You love maximizing the potential of ZenDesk when it comes to reporting and analytics
- You’ve joined a company at its early stages and have seen it through scale
- You have experience working in a fintech startup
Our Commitment To You:
- Competitive salary and meaningful equity: every team member gets a piece of the pie.
- Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
- Considerable vacation/end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
- Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make Relay a step-change career opportunity.
- Top-tier equipment: we’ll make sure you have everything you need to produce your best work.
- Team-first culture: we’re passionate about working collaboratively, bonding through team events, and most importantly having fun.
The Interview Process:
- Stage 1: A 30-minute Google Meets video call with a member of the People team
- Stage 2: A 45-minute Google Meets video call with the VP People & Customer Experience
- Stage 3: A 45-minute Google Meets video call with the VP, Risk
- Stage 4: A take-home case study, followed by a 60-minute presentation of your solution to our Leadership team
- Stage 5: A 45-minute Google Meets video call with a member of the Leadership team
This job is no longer accepting applications
See open jobs at Relay.See open jobs similar to "Director, Customer Experience" Work In Tech.