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Customer Experience Lead
3 weeks ago
Job Title: Customer Experience Lead
About the Role:This is a pivotal leadership position that requires a hands-on manager who excels in a technical, trade-focused environment. As a customer experience lead, you will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
Key Responsibilities:- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
You will lead a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.
Requirements:- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Proven Bachelor Degree or Equivalent.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
