Customer Experience Lead (Support + Account Management) - Remote

Overview

Hampr is looking for a hands-on Customer Experience Lead to manage our customer support team while laying the foundation for our commercial account management function.

In Short

• Lead a team of customer support agents.
• Manage scheduling and handle escalated customer issues.
• Optimize support processes and workflows.
• Monitor key support metrics like CSAT and response times.
• Onboard new commercial customers and ensure data accuracy.
• Conduct check-ins and follow-ups with B2B clients.
• Analyze client usage trends and work on retention strategies.
• Collaborate with the Sales team for growth opportunities.
• Provide feedback to Product and Operations based on customer insights.
• Opportunity for promotion to Head of Customer Support or Account Management.

Requirements

• Experience in customer support and account management.
• Strong leadership and team management skills.
• Ability to analyze metrics and improve processes.
• Experience with B2B client relationships.
• Familiarity with tools like Intercom is a plus.
• Excellent problem-solving skills.
• Strong communication and collaboration abilities.
• Passion for customer engagement and support.

Benefits

• Competitive salary with variable compensation.
• Equity options in the company.
• Opportunity for career growth and development.
• Work in a tech-enabled, flexible environment.
• Be part of a team transforming the laundry service industry.