Customer Experience Manager (CS/CX)

We&039;re looking for brilliant candidates to join our hot Silicon Valley startup, Skin AI LLC. Visit this page (y- ourskin.com/about_us/) to get a sense of what our founders do.
Skin AI uses data science to formulate a completely customized skincare regimen for every user based on results seen by people similar to them. You can check us out at y- ourskin.com. You will be working directly with the two co- founders: Hanh Pham, an M.I.T.- trained data science leader at Pinterest, and Jenny Hanh Nguyen, a serial entrepreneur with multiple successful startups in the beauty space.
About the role
Are you passionate about building an exceptional customer experience team and driving growth for a thriving skincare startup?
You will be responsible for building and leading a high- performing team of CX (Customer Experience) agents based in Hanoi, ensuring our customers receive outstanding service that fosters loyalty and brand advocacy. This is an exciting opportunity to make a real impact on a company shaping the future of skincare while building a rewarding career in a dynamic startup environment.

Main Markets: U.S. & Canada.
Employment type: Full- time- No Moonlighting allowed
Standard package: (negotiable) + EOY Performance Bonus (Gross)
Position: Customer Experience Manager (3- 5 years of experience)
Location: Hybrid, Hanoi- based, 02 offline meetings per week.
Work with a talented and passionate team.
Continuous learning and development opportunities.
Job Industry: Skincare

JOB DUTIES & RESPONSIBILITIES:

Build, develop, and lead a high- performing team of CX agents, providing ongoing coaching, training, and feedback.
Bring bigger impact: work directly with the two founders.
Enhance Team performance: measure, coordinate, and motivate to make sure all team members meet our KPIs.
Leadership: Foster a positive, supportive, fair, and high- performance teamwork environment and team connections.
Customer insights: Analyze data from customer feedback and translate it into actionable insights for product development, marketing, and other teams.
Cooperation: Collaborate with other departments (marketing, product, sales) to ensure a unified customer experience across all touchpoints.
Implement and optimize process: Improve existing CX processes, responses, and workflows to provide a seamless customer experience and meet customers’ satisfaction while achieving the business’s goals.
Other operational and managerial tasks and projects as needed

REQUIREMENTS
MUST HAVE

Have at least 3 years of experience building and leading high- performance customer service (CS) /customer experience (CX) teams with a proven track record.
Solid organizational skills including attention to detail and multi- tasking skills.
Ability to work flexibly: weekends, flexible hours, and late hours for the US market.
Can- do attitude: Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.
Adaptability, flexibility: ready for change in the diverse work environment.
Solid leadership and interpersonal skills.
Ability to collaborate and connect cross- functional teams to ensure smooth execution and eliminate any obstacles.
Strong sense of responsibility, problem solver, and solution seeker, with persistence and resilience.

PREFER TO HAVE

0+ IELTS or previous studying or living experience in the U.S. are a plus.
Customer- driven mindset: be able to have a strong understanding of customers&039; references, sympathize with their pain points, and effectively align our products and services to satisfy their expectations.
Experience with Net Promoter Score (NPS) or other customer satisfaction measurement tools
Experience and strong passion for startup and skincare.
Experience with CRM systems (e.g., Zendesk, Freshdesk, etc.)

OTHER REQUIREMENTS

Personal Laptop.

FINAL PACKAGE:

Actual pay depends on the candidate

Chế độ thưởng, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-04-03 12:21:21