Director of Customer Experience - Remote

Overview

The Director of Customer Experience at Schoox will lead the customer support teams, focusing on enhancing customer satisfaction and driving growth through strategic insights and management of key clients.

In Short

• Lead Customer Support teams and manage key client relationships.
• Define and optimize the customer journey and establish KPIs.
• Drive performance improvements to achieve high retention rates.
• Implement proactive playbooks for customer lifecycle management.
• Maintain high satisfaction ratings and meet service level agreements.
• Develop churn management tools to reduce churn risk.
• Design critical processes for success planning and onboarding.
• Foster a culture of growth and support talent development.
• Manage cross-functional teams effectively.
• Enhance product value through strategic insights.

Requirements

• Proven experience in leading customer service teams.
• Experience with cloud-based systems.
• Deep understanding of Learning and HR technologies.
• Strong people and customer focus.
• Passion for delivering exceptional customer service.
• Ability to drive growth and technology adoption.
• Excellent leadership and management skills.
• Strategic mindset with high empathy.
• Experience in managing performance metrics.
• Ability to work with diverse teams and clients.

Benefits

• Opportunity to lead transformative customer experiences.
• Work in a dynamic and innovative environment.
• Impact on employee and customer satisfaction.
• Support for professional growth and development.
• Collaborate with cross-functional teams.
• Be part of a mission-driven organization.
• Engage with a diverse range of clients.
• Contribute to reshaping corporate training.
• Competitive compensation package.
• Flexible working arrangements.