Director of Client Experience

About the role

Director of Client Experience to lead, develop, and scale the Customer Support function - owning KPIs, escalations, team development, and cross-functional partnership.

Requirements

• Hands-on leadership experience scaling a customer support function
• Experience owning departmental KPIs and performance
• Comfortable moving between strategy and execution
• Cross-functional partnership experience

What you'll do

• Lead, coach, mentor, and develop the Customer Service Team
• Set performance expectations and management cadence (1:1s, coaching, reviews)
• Partner with leadership on staffing plans and capacity
• Own end-to-end customer support experience and CX standards
• Take ownership of complex escalations and identify systemic solutions

Where this was posted

• LinkedIn

  last seen 2mo ago
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