Digital Customer Self-Service Manager - Remote

Overview

We are looking for a talented and innovative Digital Customer Self-Service Manager to join our Customer Operations team and help us enhance our customer support operations, driving efficiency, and improving overall customer satisfaction.

In Short

• Own the customer self-service journey for the Customer Team.
• Continuously analyse Help Centre and bot performance metrics.
• Design and implement custom workflows to automate routine tasks.
• Collaborate with internal teams for consistency in customer information.
• Leverage data analytics tools for insights into customer behaviour.
• Stay up-to-date with AI and chatbot technology advancements.
• Train team members on bot usage and best practices.
• Collaborate with cross-functional teams for seamless integration.
• Explore new ideas and find innovative solutions to customer challenges.
• Strive to deliver exceptional support experiences.

Requirements

• Strong customer-centric mindset.
• Ability to collaborate effectively with team members.
• Experience in customer support or related fields.
• Technical skills related to AI and self-service tools.
• Excellent communication skills.
• Analytical skills for data-driven decision making.
• Creativity and innovation in problem-solving.

Benefits

• Opportunity to shape a new role in the company.
• Work in a mission-driven organization.
• Flexible working arrangements.
• Collaborative team environment.
• Access to training and development resources.