Customer Experience Lead

1 week ago

مصر, Egypt Convertedin Full time

**About us**

Convertedin is a marketing operating system for e-Commerce. It utilizes data and shoppers' insights to create personalized multi-channel marketing that boosts customer engagement and maximizes their return on their marketing budget by leveraging artificial intelligence capabilities. Convertedin has helped more than 800 e-Commerce worldwide.

Our goal is to deliver exceptional experience to our customers, converting them into passionate promoters To do so, our Customer Experience (CX) teams are available 24/7 to fulfill customers requests, fix issues, hear their voices, and advocate for them to deliver solutions that make their lives easier.

**By joining the CX team, your role as Customer Experience Lead will include the below responsibilities.**

**People/Operations Management (60%)**
- Lead a team of customer service associates, help them overcome barriers, provide coaching and feedback for their development and growth.
- Manage day to day CX operations including, contacts from all touchpoints, Social Media feedback, App reviews, Ads approval and Refunds processing.
- Be the pulse of the business, set and manage performance goals, actively review business metrics, and escalate issues for resolution.
- Manage customer impacting issues, and ensure corrective and preventive actions are in place.
- Own Work Force Management including team scheduling, and leaves while maintaining 24/7 coverage.

**CX Program Management (40%)**
- Dive deep in customer contacts, analyze data, and deliver insights that reveal opportunities on fixing issues and or driving CX wins.
- Partner with respective teams on building VoC mechanisms to ensure customer voices are heard and their needs are actioned.
- Conduct regular reviews with the leadership team, educate them on CX pain points, and share updates on CX projects roadmap.

**Requirements**:

- Total 3-5 years of customer service experience, of which 1-2 years in a people management role in contact center operations.
- Fluency in English (B2 - C1)
- Demonstrated ability to deliver operations efficiency and process improvement initiatives
- Proven track record of analyzing data/VoC/Journey Mapping and generating CX insights.
- Previous experience working in remote teams/multiple countries is preferred.
- Previous experience in Social Media Moderation is a plus.
- Ability to present, speak confidently with C-level professionals, and deliver ideas in a presentable manner.
- Ability to develop rapport, build trust, influence others, and maintain solid working relationships.

**Benefits**
- Work from Anywhere, yes this remote base opportunity with the availability of hybrid options.
- We love flexibility Manage your own work schedule. We trust the people we hire.
- Competitive package.
- Paid time off.
- Fun benefits & perks that you will enjoy
- Trusting, ego-free and truth-seeking team members
- See something you want to improve? Awesome. We’re a flexible and collaborative team that is always learning and growing.
- Need more convincing? Check this out
- Convertedin is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin or disability.

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