- Lead, coach, and develop a team of Customer Experience Representatives.
- Oversee day-to-day support operations to ensure timely, high-quality assistance.
- Monitor and improve operational metrics like CSAT, response time, and ticket backlog.
- Develop and maintain a comprehensive knowledge base and self-service resources.
- Identify and implement automation and AI-powered support capabilities.
- Analyze support trends to advocate for product improvements and roadmap investments.
Artificial IntelligenceData AnalysisProcess improvement+2 more