BriefCase
BriefCase

Customer Experience Manager Job in Hevo Data

Customer Experience Manager

Hevo Data 4+ weeks ago
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Job Summary

The CX Manager is responsible for ensuring a top-class customer experience at Hevo. This role involves overseeing the team's performance, building a culture of quality, setting up efficient systems and processes, and developing a high-performing support team.

Key Responsibilities:

Customer Experience:

  • Ensure that the team resolves tickets within defined SLAs.
  • Minimize escalations and serve as the SPOC for all escalated tickets.
  • Collaborate with Product and Engineering teams for timely and quality issue resolution.

Quality Culture:

  • Demonstrate strong product, technical understanding, and customer empathy.
  • Ensure the team delivers high-quality resolutions and customer satisfaction.

Systems and Processes:

  • Design and set up the operational framework for the team to address enterprise customers effectively within six months.
  • Optimize processes to improve team structure, metrics, dashboards, turnaround time, and technical resolution quality.
  • Build a Knowledge Management system to enhance team understanding of issues and enable self-service capabilities for customers.
  • Improve training and onboarding processes to facilitate faster ramp-up and ongoing technical upskilling of team members.

Team Building:

  • Hire, coach, and develop A+ candidates as per the capacity plan.
  • Foster a culture of high-performance and continuous development through 1:1 coaching, performance management, career path frameworks, and individual development plans.
  • Evaluate the team's technical skills and identify upskilling opportunities.
  • Create a hiring roadmap and own hiring targets to scale the Support team as business needs grow.
  • Manage self and team performance.

Qualifications:

  • Strong experience in customer support and management
  • Proven ability to build and lead high-performing teams
  • Excellent communication and interpersonal skills
  • Strong understanding of customer experience metrics and best practices
  • Knowledge of ticketing systems and customer relationship management tools
  • Ability to analyze data and identify areas for improvement
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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