[New Job Opening] Head of Customer Experience job Vacancy in New York, NY


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Job Details:
Position Name :
Head of Customer Experience
New York, NY
Job ID :
Description : Before we dive into the role, let’s talk about flexibility. At Zip, our office is in New York City but we can hire from anywhere across the United States. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment.
So whether you’re fully remote, mostly in the office or a mix of the two, you’ll be empowered to do whatever brings out your best.
About us
We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) – and we’re just getting started.
We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.
What you’ll do
Lead a customer first mission representing our customers using VOC data and insights to balance the needs of our customers with those of the business to drive continuous improvementChampion and leverage data sources such as the voice of customer, insights and analytics, and customer journey mapping, to fully understand our customers’ experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunitiesWalk a mile in our customers’ shoes to ensure smooth experiences in the customer life cycleDevelop strategic initiatives that drive customer satisfaction, retention & LTVPartner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and support team efficiencyEvaluate productivity and performance across the support teams as it measures up to company-wide goals and departmental KPIsResearch and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement to ensure best in class support and toolsPartner with support teams and BPO partners to determine staffing levels across our support operations to guarantee service level expectations are met and provide data so that we can ramp quickly as business expandsDirectly manage the leaders of the customer experience team while providing a high level of insight to the executive leadership teamLeverage internal partnerships with our BPO partners, core team members and other stakeholders, to drive efficiency and reduce recurring customer issuesCoordinate insights from review sites, regulatory authorities and social media to ensure utmost of customer satisfaction and reputation managementDrive positive experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health dataOversee and partner with Level 2 Support team in order to ensure customer issues get resolved promptly and with high degree of satisfaction and drive product changes to eliminate customer pain pointsProvide guidance and insights to improve and leverage data from our internal quality assurance program, it’s new and we are awesome at accepting feedback to improve.
We are racing to 90% and beyond, how will you help us get there?
Previous experience guiding an internal Learning and Development program in addition to improving our existing agent and core team member onboarding experience.
What we’re looking for
8+ years of experience leading multi-channel (voice/chat/social/email) support teams with experience in a fast-growth startup preferably in the financial services or payments spaceD2C experience, ideally with an app or cloud-based SaaS company.
You are empathetic and you lead a global team, providing services to people around the world. In addition to this, you empower your team, help them and lead them through ambiguityProven experience creating processes that enable support teams to scale and deliver tangible business benefit (NPS improvements, churn reduction, product improvements)A proven track record of attracting, hiring, onboarding and coaching A-player talent in a remote environment, helping them achieve their personal and our business goals in order to foster a high-performing cultureProvide guidance supported by data on new offerings; whether they be 24/7 multi-lingual support or expand on self-service options for our customers and team membersCreativity and willingness to drive experiments in different approaches to create a best in class customer experienceDemonstrated experience in building trusting relationships to internal and external stakeholders to provide the atmosphere to scale across multiple time zones and channelsOutstanding communications skills, both verbal and written to ensure we continue to document plans with transparency so future employees can get up to speed quicklyExperience creating and leading incident management to urgently surface any issues coming from customer feedback, coordinate responses and ensure closure with impacted customers is handled in a timely mannerCleverly connect teams with remote communication skills and ability to engage remote workforceDefine KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organizationOutstanding organizational and leadership abilitiesExcellent interpersonal and public speaking skillsAptitude in decision-making and problem solvingUndergraduate Degree in Business or related fieldExtensive experience working with all levels of the organization
We’re proud to be a values-led business. They guide us in everything we do – how we work together and create game-changing experiences for our customers and fellow Zipsters.
If you only meet some of the requirements for this role, that’s okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we’d love to hear from you.
We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.
What’s in it for you?
We offer a variety of perks and benefits to support you at both work and home. Here’s a taste of what you can expect!
Flexible working cultureShare incentive programs20 days PTO every yearGenerous paid parental leaveLeading family support policies100% employer covered insuranceBeautiful Midtown office with a casual dress codeLearning and wellness subscription stipendCompany-sponsored 401k matchRemote working allowance
Join us on our mission to be the first payment choice, everywhere and every day.
Disclaimer : Applicant must check the company profile before joining Bizplusapp.com is no way responsible for any loss.

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