Customer Experience Manager
hace 1 día
About Revolut Ltd
Revolut Ltd is a financial technology company that provides a range of financial services to its customers. We are committed to delivering a world-class customer experience and are looking for a talented individual to join our team as a Customer Experience Manager.
Job Summary
We are seeking a highly skilled and experienced Customer Experience Manager to join our team in Mexico. As a Customer Experience Manager, you will be responsible for coordinating with product teams to provide visibility over customer satisfaction, creating and maintaining a central knowledge base, and working with research, quality, and complaints teams to understand and remediate poor customer chat experiences.
Key Responsibilities
- Coordinating with product teams to provide visibility over customer satisfaction of assigned features
- Creating, updating, maintaining, and improving the central knowledge base
- Working together with research, quality, and complaints teams to understand root cause behind poor customer chat experiences and take necessary steps to remediate these detractors
- Working together with training teams to update materials and schedule sessions when required
- Consulting with product owners to map out any upcoming changes that will affect the quality of service provided to customers on chat support
Requirements
- Fluency in English (C1 level or higher)
- 3+ years of experience working in customer support
- Experience managing customer-facing teams in a fast-paced start-up or retail broker-dealer
- A deep understanding of quality program design, implementation, delivery methods, and processes
- The ability to make a good business case and convince people to help you execute
- Experience working with cross-functional teams across multiple time zones
- To be curious by nature and interested in making an impact
- The ability to break complex problems into smaller ones and to enjoy working with data to facilitate your work using tools such as Excel or Google Sheets
- Impressive problem-solving skills
- Nice to have: experience in financial services or banking
About the Role
This is an exciting opportunity to join a fast-growing company and contribute to the delivery of a world-class customer experience. As a Customer Experience Manager, you will have the opportunity to work with a talented team of professionals and make a real impact on the company's success.
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