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Customer Experience Manager

$40k – $45k • 0.25% – 0.5%
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Customer Experience Manager
(title TBC; negotiable with experience)

Job Description
Introduction:
A rapidly growing mobile technology company in the on-demand mass mobility space is looking for a talented and passionate CX Manager with experience managing customer service teams in the mobile/technology space. Reporting to the Head of Services (Chris Devoe), the CXM will be expected to shape and support the organization's mission and values with through customer relationship management. The candidate’s main target will be to lead a customer service department including strategy, methodologies and team.
The candidates must see themselves and be seen by their peers as a leader with the ability to execute flawlessly and impact the company’s strategy, focusing on fast growth. As a member of the organization's management team, performance will include demonstrating the following: leadership, strategic view, communication, mentoring, empowerment and resource management.

Position Summary:
The CXM will be responsible for building and advancing the service excellence team. They will communicate the values of the company to the CX team and our customers. The CXM will also be responsible for improving customer relations by monitoring agents performance and directing the voice of our team through ever improving CRM tools and methods.

Duties and Responsibilities:
*Cultivate independence within the CX team by identifying and tracking patterns to hone processes and minimize customer friction
*Be the primary point for escalation and encourage skill development through peer review practices
*Closely monitor tickets to ensure consistency across the CX team, reduce the number of tickets, and promote overall customer satisfaction
*Maintain documentation for best practices and internal system processes
*Integrate customer feedback and competitive research to help guide a cross-functional team toward the overarching goal of an intuitive and user accessible product
*Role requires a flexible schedule, being “on-call” on weekends and certain holidays
*Research and test new CRM tools to continue to grow and improve service to the customer
*Set and reach department goals for Customer Satisfaction Score
*Improve customer service quality by studying, evaluating and redesigning processes, establishing and communicating service metrics; monitoring and analyzing results; implementing changes



Key Requirements – experience:
*Career progress in customer service roles within mobile/internet technology companies
*Experience/knowledge in on-demand or ecommerce related technologies is a big plus
*Experience in a startup environment is a big plus.
*Experience in building a customer service department from scratch- big advantage
*Entrepreneurial personality and passion for success
*A natural leader dedicated to the team’s success
*Combination of strategic thinker and hands-on executioner
*Excellent writing, communication and presentation skills
*Proven ability in recruiting, building, managing and leading a powerful services team
*Experience working in a fast paced environment: small company, away from headquarters and over time zone differences

Buffalo location preferred; full benefits.