Customer Experience

Head of Customer Experience

Buenos Aires, Argentina   |   Full Time

We are looking for a Head of Customer Experience who will design, plan and define the customer experience strategy. As the. Head of Customer Experience, you will lead and manage our Customer Success & Customer Support teams to ensure our products experience. As a customer centric company, you will be performing a key role.

Job Description

  • Responsible for a good and effective customer experience, end-to-end.
  • Lead the Customer Support & RMA teams.
  • Lead the Customer Success team.
  • Survey the PoCs experience to improve the conversion and the life time value of the customer.
  • Define the CX KPIs and create the Experience Dashboard.
  • Plan and co-create solutions with our clients and other teams.
  • Define upselling & cross-selling strategy.
  • Guide a high collaborative team.
  • Be the voice of the customer at the company, broadcast the customer feedback to the Product Team.
  • Lead and manage the team development and growth, including recruiting and hiring a high performing team.
  • Be a hands on manager.

What we are looking for

  • At least 5 years of proven experience in a similar position.
  • Be a customer-centric person always thinking on our customers
  • Team player that can wear multiple hats.
  • Be a methodical and process oriented person.
  • Aim for excellence and attention to detail.
  • Passion for people relations and being a role model in helpful attitude.
  • Strong collaboration and communication skills.
  • A person eager to learn enough about whatever tools or tricks are needed to get the job done.
  • A positive, self-motivated person who’s able to take direction and work within a team.
  • Experience using quantitative and qualitative data to inform design decisions and drive change.
  • Good written and verbal communication skills in English & Portuguese.
  • A person that pays attention to details.

What we offer

  • Think through hard problems, and work with amazing people to make the solutions a reality.
  • Work in a dynamic, collaborative, non-hierarchical environment where talent is valued over job title or years of experience.
  • Work using the latest technologies and tools.
  • Become part of an interdisciplinary team that wants to succeed.
  • Vacation, take it when you need it, no defined schedule.
  • Flexible working hours.
  • Ability to work remotely.
  • Flexible time off.
  • Daily lunch at the office.
  • Health insurance.
  • A phenomenal learning environment for you to develop.
  • Incompany English & Portuguese lessons.
  • Other great benefits.

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