Customer Experience Lead

- If your eyes are peeled for a technology startup that is bringing innovative and palpable change to the built world, you are at the right place

- Problem Statement

- Bring more structure on a day-to-day basis to the solutions we- re putting together for our users on an ongoing basis.

Responsibilities : 

- Play the role of an expert with their peers when it comes to customer experience practices

- Map customer journeys end-to-end with every interaction point to identify points of friction and opportunities

- Suggest and lead analysis and research activities (brainstorming sessions, interviews, surveys, user tests, etc.) to optimize customer knowledge, understand expectations and barriers throughout the journey, and identify opportunities

- Work closely with Managers to define, prioritize and test new features to enable the delivery of our envisioned customer experience

- In collaboration with the Manager, establish performance indicators that will be key to decision-making and the achievement of our business goals

- Collaborate with the Strategist and Specialist to continuously optimize procedures impacting the customer experience

- Work closely with the Manager to optimize the marketing automation program, thereby improving the customer's experience at each stage of the customer life cycle

- Be constantly aware of customer feedback

Requirements : 

- 3+ years of experience, but you do not need to be from a customer service background particularly.

- Desired knowledge of key customer experience performance indicators (NPS, CES, CSAT, retention rate, etc.)

- We support our customers 24- 7, and as a part of this team, you will be expected to work during US hours to support our customers

- It is a 5-day working week and those two days away from work would mostly be on weekdays

- Your team and our customers are depending on you for real-time support. We want someone who takes this seriously and is dependable.

- Excellent communication skills and ability to collaborate with a remote team

- Empathy for the customer. If you are someone who treats every customer like a ticket to be solved, then we are not a good fit for you

- Tech-savvy. We do not expect you to know how to code, but you will be building solutions on no-code platforms. We want you to understand what that means.

- Strong process orientation & documentation ethic. 

- Familiarity with excel/sheets is a must. 

- Good analytical skills will give you a strong advantage

- Growth mindset and willingness to learn

- Willingness to roll up your sleeves and do whatever it takes to solve the problem you are working on

Timings : 24/7 shift

- 5 days working

- Hybrid from Delhi

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