Customer Experience Manager

Role Summary

As our Customer Experience Manager, you will be responsible for analyzing customer feedback and metrics across all channels, synthesizing actionable solutions and driving resolution across the company. This is a highly visible, high impact role that sits within the Support organization. This role reports to the Director of Support Operations and will oversee our data collection and customer outreach teams, as well as a dedicated Customer Experience analyst. You will ensure that each touchpoint across the customer journey is engaging, efficient, and effective. You will be responsible for increasing customer satisfaction, reducing customer effort, and customer retention. This is an opportunity to drive change throughout KT and bring the voice of customers to the forefront of business decision-making.

Responsibilities

• Create a company-wide culture of caring for customers through alignment with a cross-functional experienced team
• Facilitate inter-departmental communication to effectively provide customer support
• Set strategy, vision and create excellent customer experiences through technology and automation
• Champion opportunities to consistently improve the customer experience
• Collaborate with the senior leadership team to inform decision-making with critical success metrics
• Lead an exceptional Customer Experience Team
• Deliver a consistently high level of customer satisfaction and retention as measured through NPS, CSAT and other operational and experience KPI’s
• Manage the operations of the Customer Experience outreach team to ensure that customers are helped professionally and efficiently
• Drive organizational effectiveness via quality and service metrics, implementing process improvements to deliver exceptional customer support experience
• Continuously build brand loyalty and retain customers throughout difficult experiences
• Define operational metrics for the team by establishing tracking metrics and continuous feedback

Requirements

• 4+ years working in a high tech environment
• 3+ years working within a support organization, and managing projects & deliverables
• 2+ years working with a global team
• Experience with leading highly strategic cross-functional initiatives
• Experience building strong business cases and using data to tell a story
• Highly motivated, curious, focused individual who thrives in driving solutions from customer problems
• Empathetic, driven people manager with experience bringing out the best in their teams and developing employees
• Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
• Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.
• Please review our Candidate Privacy Notice here.

About the Company

KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.

At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.