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Customer Experience Lead - Remote

Posted 18 hours ago
Customer Service
Full Time
Worldwide

Overview

Simply Wall St is looking for a Customer Experience Lead to revolutionise our end-to-end journey across both our established B2C base and our rapidly emerging B2B segments.

In Short

  • Own the CX strategy for individual investors and senior B2B clients.
  • Partner with the Support Manager to introduce AI-driven automation.
  • Design onboarding journeys to enhance user activation.
  • Drive metrics like CSAT and resolution speed.
  • Develop frameworks for churn reduction and B2B revenue growth.
  • Collaborate with Product, Engineering, and Marketing teams.
  • Own the customer tech stack and optimise tools.
  • Use data to inform decisions and improve customer experience.
  • Lead and mentor team members across different locations.
  • Implement modern tech solutions to reduce manual work.

Requirements

  • Experience leading customer support in a SaaS environment.
  • Strong understanding of SaaS metrics.
  • Experience managing offshore teams.
  • Familiarity with AI-driven support tools.
  • Ability to engage with customers effectively.
  • Strong people leadership and management skills.
  • Excellent communication skills.
  • Strong analytical skills for data-driven decisions.
  • Ability to simplify complex concepts for customers.
  • Adaptable and proactive mindset.

Benefits

  • Flexible remote working environment.
  • Early finish on Fridays.
  • Investment in personal growth through learning funds.
  • Parental leave policy with supportive return options.
  • Team events and hackathons.
  • Subscription to SWS and cash for investment.
Simply Wall St logo

Simply Wall St

Simply Wall St is a global B2C SaaS startup based in Australia, dedicated to empowering individuals to become confident, long-term investors in the stock market. With a mission to provide tools and insights that were once only available to professionals, Simply Wall St serves over 6.5 million users across 180 countries. The company fosters a flexible working environment, allowing employees to work remotely or from their Sydney office, and emphasizes a culture of collaboration and innovation. With a strong focus on customer satisfaction, evidenced by high Trustpilot ratings, Simply Wall St is committed to helping users navigate the complexities of investing while maintaining a profitable and sustainable business model.

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