Customer Experience Manager

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Requirements:

• Minimum 3 years owning customer support or client experience processes
• Excellent verbal and written communication skills, Spanish and/or Portuguese proficiency is a plus
• Experience developing knowledge bases for internal and external stakeholders
• A desire to be part of a high performance team
• Experience collaborating closely with teams outside of support to help scale
• Strong metrics driven and product mindset to help identify, triage, and execute potential product or operational improvements
• Strong investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

Responsibilities:

• Support with enterprise clients on integration and post-launch questions
• Develop and execute a Client Experience Plan, improving and optimizing existing tools like Hubspot and Intercom and creating self-serve materials for our clients
• Own support tickets across channels (email, and chat), while maintaining high-quality service
• Collaborate closely with cross-functional teams, including implementations, product, and engineering, to advance operational scalability, elevate our product, and improve client velocity
• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning consumers to enterprises
• Manage internal and external product knowledge dissemination, enabling both customers and Rain team members to identify and resolve issues
• Monitor and utilize operational insights to support a continuous improvement loop enhancing operational processes, improving tools, and delivering product improvements to drive conversion and velocity