The Americas region includes multiple CX teams, composed of team leads and team members of varying roles and responsibilities, all dedicated to delighting our customers. Your mission will lead these teams toward consistently improving our customers’ journeys and experiences across different channels and customer segments. You will constantly strive to delight our customers through innovative and creative approaches and initiatives, utilizing team members and customer insights, data, and industry best practices.

• Be a driving force for us overshooting our goals, boosting customer delight, response and resolution times, and team member satisfaction.
• Our customers and their wow experiences are our mission, you will set the standards that allow for us to consistently provide said experiences and ensure they improve across our different support channels (email, phones, live chats, social, and more) over time (perfection through iteration)
• A key stakeholder in impactful cross-functional CX projects, you will help lead and guide these efforts toward the desired results.
• Closely collaborate with cross-functional partners to creatively and effectively optimize our service processes and performance, always mindful of our customers’ friction areas in their respective journeys.
• Ensure our different processes are effective and efficient, acting on feedback from our customers, team members, and relevant stakeholders.
• As a member of the organization’s Management Team, build and cultivate strong relationships with leaders; serve as a trusted advisor for the different functions, partnering with them to maximize reach and impact in their areas of responsibility.
• As the region’s leader, build and cultivate team leaders and members to deliver outstanding customer service within their respective roles through mentorship, engagement, empowerment, and seeing and seizing opportunities.
• Help establish and be the beacon of our customer experience strategy, ensuring your region is aligned with the department’s goals and means of reaching them.
• Lean in to guide and assist in resolving complex customer issues; treat them as an opportunity and implement measures to avoid them.
• Instill a “perfection through iteration” approach to your region, delivering fast, creative, and thoughtful solutions to challenges around the organization.
• Stay up-to-date on industry trends, and best practices in customer experience
  
  

Requirements

• Proven professional with 6+ years of experience as a Customer Experience / Support leader in an Enterprise SaaS environment
• Consistent track record of leading organizations and teams towards reaching and exceeding goals and KPIs
• You believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunities
• Outstanding facilitation, brainstorming and collaboration skills
• Perceptive, able to assess and understand the data and "tell a story" with it
• A strong liaison, able to guide internal and external key stakeholders towards building a consensus around a clear call to action
• A unique facilitator, passionate about building and cultivating strong working relationships with reports, peers and internal and external partners and stakeholders
• Skilled in providing purposeful leadership and clear sense of direction to cross-functional and virtual teams in a scaling environment
• Expert communicator, able to adjust thought patterns, approach and style when speaking to different audiences including team members, leadership and company functions
• Purposeful decision maker under pressure, leaning in to solve challenges in a way that will lead us forward in a better, scalable way
• Ability to utilize data in every aspect, driving decision-making and optimizations to maximize business results