Customer Experience Manager

Location

Work from home | India

Job description

As a Customer Experience Manager at AstroPay, you will play a pivotal role in ensuring the highest standards of customer service within our dynamic fintech environment. Leveraging your experience in quality assurance and customer service, you will contribute to the optimization of the customer experience through digital channels. This role involves collaborating with the training and leadership teams to enhance service quality, streamline processes, and maintain the highest level of customer satisfaction in our digital interactions.

• You will be responsible for conducting in-depth analysis and audits of customer interactions through digital channels, including chat, Instagram, and email, to identify areas for service improvement.
• Utilize fintech-specific tools and metrics to measure and enhance the quality of customer service.
• Perform mock interactions with new hires to assess readiness for customer support roles in digital channels.
• Assist in the creation of training materials tailored to digital interactions, contributing your expertise to the development of effective and relevant content.
• Conduct targeted group and individual coaching sessions to address service quality deficiencies and improvement opportunities in the digital space.
• Collaborate with the training team to design and deliver workshops that align with quality assurance objectives for digital customer support.
• Use customer service expertise to assess existing practices and procedures in digital channels, identifying opportunities for process improvement.
• Collaborate with Customer Support leadership and training team members to streamline processes and implement standards that enhance service delivery.
• Use data and trends to communicate key successes and share best practices with the customer support team, particularly in the digital realm.

Core Competencies and Skills:

• The candidate must be fluent in English and Spanish or English and Portuguese, with excellent verbal and written communication skills.
• Demonstrated commitment to understanding and meeting customer needs.
• Experience in conducting quality assurance assessments in a digital customer service environment, showing strong understanding of quality control principles and practices.
• Ability to use data and trends to identify areas for improvement and measure the success of quality initiatives.
• Experience in creating training materials for digital customer support and ability to conduct targeted coaching sessions and provide structured feedback to improve service quality.
• Innovative thinking to suggest and implement improvements for enhancing the customer experience.
• Ability to adapt to the fast-paced and dynamic environment of a fintech company.
• Two years of experience performing quality assurance assessment and performance coaching duties within a comprehensive customer service or related environment.

Job tags

Salary