Head of Customer Experience, HP IQ

• 7+ years of experience in customer support, with at least 3 years leading a support team
• 3+ years of experience working with outsourced vendor services
• Strong experience setting up and scaling customer support from the ground up
• Strong communication skills with the ability to present information in a variety of different formats to all levels of stakeholders
• Strong analytical skills, with the ability to articulate and define outcome measures that capture key performance metrics
• You are excited to have a hands-on approach, helping out wherever needed to get the team and program off the ground
• You are a compassionate and inspiring leader who understands the importance of advocating for both customers and customer support agents
• You have a clear point of view on how to build out the customer experience journey – the common pitfalls, quick wins, worthwhile investments, etc

Desirable

• Hire, coach, and manage a fantastic team of support agents that love helping people
• Define the analytics and Key Performance Indicators (KPIs) used to evaluate customer support (at the team and individual levels) and establish team goals and priorities
• Work with cross-functional teams to define technical troubleshooting steps, agent escalation paths, and any other processes needed to empower agents to do what’s best for our customers
• Create and maintain an internal customer support wiki to promote knowledge sharing among the team
• Work alongside our CX outsourcing partner to develop a multi-channel, efficient support strategy that aligns with Humane’s culture and business goals
• Assist with incident response when necessary as an escalation point, communicating with customers and sharing necessary info with internal teams
• Develop ways to collect, analyze, and leverage data to continually improve the team’s performance, customer satisfaction, and the overall customer experience
• Stay up to date with industry trends and customer support best practices to inform your perspective on how to optimize the customer experience with the growth of the business