Head of Customer Experience

7 days ago

Cape Town, Western Cape, South Africa Parvana Full time
About Parvana:
This award-winning software company has offices in the US, UK, and South Africa. You will join a talented team of curious, creative, and driven individuals who are dedicated to empowering organisations to overcome various business challenges using their cloud-based product. Diversity and inclusion is at the core of this company's collaborative environment.

Key Responsibilities:
  • Develop and implement a 24/5 customer support strategy that aligns with company goals and ensures a high level of service for our customers.
  • Identify opportunities for process improvements and technology enhancements to streamline resolutions, boosting both customer satisfaction and team efficiency.
  • Create metrics dashboards and reports to provide clear visibility into support processes, promoting accountability across the organisation.
  • Build tools and processes that empower cross-functional teams, including executives, to stay aligned and accountable in delivering customer success.
  • Design a support team structure that encourages growth, development, and success for every team member.
  • Recruit, train, and mentor a high-performing customer-focused support team.
  • Cultivate a culture of customer obsession, setting clear goals and providing regular coaching to drive performance and satisfaction.
  • Foster strong cross-functional relationships to ensure customer needs are met and contribute to RFP processes and customer agreement reviews as needed.

Requirements:
  • A relevant tertiary qualification would be beneficial.
  • 8-10 years of senior-level management experience in service support, leading customer support teams for global enterprise organisations with direct customer interaction.
  • Excellent written and verbal communication skills, including strengths in motivation, persuasion, and documentation.
  • Proven ability to effectively plan and prioritise business goals and objectives in fast-growing or rapidly changing environments.
  • Strong analytical skills to translate quantitative and qualitative data into actionable strategies with extensive experience developing and implementing new processes.
  • Indepth knowledge of Zendesk or similar SaaS customer support platforms, as well as experience in resource planning tools and procedures.
  • Familiarity with global or decentralised support matrices and experience deploying help centres to enhance customer support operations.

Job ID:
  • J106752

PS Even if you feel you don't have all the skills listed or if this spec isn't what you are looking for, feel free to send your CV as we probably have other opportunities that could interest you. For a more comprehensive and updated list of opportunities that we have on offer, do visit our website

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