POSTED March 24

Customer Experience Lead at Alt

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

What we are looking for:

As a Customer Experience Lead, you will oversee the channel that strives to provide exceptional experiences and thoughtful solutions to customer inquiries while representing Alt’s brand to our customers. You will be instrumental in helping to create the operating model to help us scale. In this role you will identify trends and areas of improvement and act as an internal ambassador for our customers to our Product, Engineering, and Operations teams. This is a unique opportunity to shape Alt’s brand voice and influence the product based on customer feedback.

The impact you will make:

  • Oversee and develop Customer Experience Associate team through hiring and talent development
  • Guide team towards delivering on KPIs and OKRs by identifying and addressing problems impacting goal set
  • Create agent scorecards and monitor performance, closing gaps with coaching and a strong team culture
  • Work with leadership to develop yearly and quarterly strategies for support
  • Create and monitor dashboards depicting performance of support channel, including sharing a perspective on KPIs and benchmarks
  • Ensure cost per ticket is inline with industry benchmarks
  • Ownership of support metrics that include SLA’s for first response time and full resolution time as well as CSAT goals
  • Create programs to increase CSAT response rates
  • Document and deliver process improvements to address root cause issues focused on improving channel performance
  • Collaborate with Engineering and Product teams on feature requests and bug escalation/prioritization/resolution processes
  • Point of view on what a world class customer experience and support channel looks like

What you bring to the table:

  • 3-4+ years experience in a customer-facing role with at least a year of people management experience
  • Comfortable pulling and analyzing data
  • Excited about or has a connection to alternative assets (bonus if cards)
  • Passionate about delivering exceptional customer experiences and solving customer problems
  • Excellent written and verbal communicator
  • People person - you love engaging with and meeting customers and enjoy building relationships
  • Motivated and creative self-starter - you like solving problems and taking ownership of projects
  • Organized with strong attention to detail and process oriented
  • Proficient in Notion, Intercom, Zendesk, Canny.io, and Zapier (nice to have)
  • Knowledgeable about support tool landscape
  • Experience managing vendor relationships, including negotiating contracts and getting maximum value from partnerships

What you will get from us:

  • Ground floor opportunity as an early member of the ALT leadership team; you’ll directly shape the direction of our company.
  • An inclusive company culture that is being built intentionally to foster an environment that supports and engages talent in their current and future endeavors.
  • 401K plus generous Work from home and Wellness Stipends
  • Flexible vacation policy
  • Generous paid parental leave
  • Competitive healthcare benefits, including HSA, for you and your dependent(s)

The starting base pay for this roles is between $73k and $120k. The actual base pay is dependent upon many factors including work experience. 

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