We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.
The Head of CX role at is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.
Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience at a competitive advantage in the hospitality industry, allowing to continue its growth and maintain its leadership position.
Responsibilities
Overseeing and growing CX operations for 3 different products.
Managing and growing CX operations in multiple locations around the world
Building and maintaining service and support processes and tools
Introducing new channels of communication such as phone support and chat
Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
Meeting KPIs for team performance while scaling the team
Maintaining a high quality of knowledge
Introducing self-service and troubleshooting capabilities for customers
Introducing automation and customer experience technologies and tools.
Recruiting and overseeing team leaders and key personnel
Manage and execute ongoing projects as requested by the CX Management.
Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR
Experience managing and growing team leaders and shift managers
Experience managing medium to large teams (40+ people across several teams)
Data oriented with an interest in BI and number-based decision making
Experience providing customer service at an international or global company
Hardworking, positive disposition
Tech savvy with an understanding of the customer journey (company-specific training provided)
Experience supporting B2C products, with B2B products as an advantage.
Experience in the hospitality, hotel and travel industry – a plus!
Experience working with BPO/outsourced support – a plus!
Fluent English
Excellent communication skills
