Customer Experience Manager (CS/CX)

Mô tả Công việc
We're looking for brilliant candidates to join our hot Silicon Valley startup, Skin AI LLC. Visit this page ([protected info]) to get a sense of what our founders do.
Skin AI uses data science to formulate a completely customized skincare regimen for every user based on results seen by people similar to them. You can check us out at [protected info] You will be working directly with the two co-founders: Hanh Pham, an M.I.T.-trained data science leader at Pinterest, and Jenny Hanh Nguyen, a serial entrepreneur with multiple successful startups in the beauty space.
About the role
Are you passionate about building an exceptional customer experience team and driving growth for a thriving skincare startup?
You will be responsible for building and leading a high-performing team of CX (Customer Experience) agents based in Hanoi, ensuring our customers receive outstanding service that fosters loyalty and brand advocacy. This is an exciting opportunity to make a real impact on a company shaping the future of skincare while building a rewarding career in a dynamic startup environment.
Position: Customer Experience Manager (3 - 5 years of experience)
Location: Hybrid, Hanoi-based, 02 offline meetings per week.
Employment type: Full-time - No Moonlighting allowed
Standard package: (negotiable) + EOY Performance Bonus (Gross)
Job Industry: Skincare
Main Markets: U.S. & Canada.
Work with a talented and passionate team.
Continuous learning and development opportunities.
JOB DUTIES & RESPONSIBILITIES:
Bring bigger impact: work directly with the two founders.
Build, develop, and lead a high-performing team of CX agents, providing ongoing coaching, training, and feedback.
Implement and optimize process: Improve existing CX processes, responses, and workflows to provide a seamless customer experience and meet customers' satisfaction while achieving the business's goals.
Enhance Team performance: measure, coordinate, and motivate to make sure all team members meet our KPIs.
Customer insights: Analyze data from customer feedback and translate it into actionable insights for product development, marketing, and other teams.
Cooperation: Collaborate with other departments (marketing, product, sales) to ensure a unified customer experience across all touchpoints.
Leadership: Foster a positive, supportive, fair, and high-performance teamwork environment and team connections.
Other operational and managerial tasks and projects as needed