Customer Experience Manager
Part-Time/Flexible Hours
Are you obsessed with excellent customer service and looking for an entrepreneurial opportunity to make a difference in the lives of older people? Candoo Tech provides in-person and remote tech support and training specifically designed to help older adults stay safe, independent and connected. The ideal candidate for this role has a proven track record and passion for creating fantastic customer experiences. Someone who knows what world-class customer service looks like, and who is itching to be the driving force behind an amazing customer success team.Ideally, you have had some experience with technical support. If you are patient and empathetic and are passionate about providing superior customer service to older adults, this opportunity is for you!
Description
This is a unique opportunity to have outsized impact in the a fast-growing organization. We are seeking an ambitious self-starter to lead and scale our Customer Service and Tech Concierge teams. As the lead of our customer service team, you will drive our customers’ experience across all forms of communication.
You are always identifying opportunities to delight customers by going above and beyond the initial customer requests.
What You’ll Be Doing.
Deliver excellent service to our customers via email, chat & phone.
Lead the development and improvement of our processes & tools for the Support team with your expertise.
Actively participate in fast paced hiring and training and managing of customer support team.
Support our Tech Concierges by responding to their inbound chats, phone calls and emails.
Develop creative and innovative ways to improve team performance
Manage and monitor performance metrics
Responsible for scheduling customer appointments and scheduling Tech Concierges. Develop logistics processes and systems to ensure our scheduling is working efficiently and effectively.
Key Qualifications
At least 3+ years of experience in customer service, ideally in a Service Desk / IT support environment, preferably directly with consumers.
Someone hungry to learn, grow and develop a successful career!
Entrepreneurial spirit and flexibility.
Passion for customer support.
Strong people skills and a talent for problem solving.
Strong written and verbal communication.
Experience managing people (like remote agents) is a plus
Strong aptitude for consumer technology a plus.
Ability to communicate clearly and patiently to older people in person and remotely.
Experience with Zendesk a plus.
We are an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.
Job Type: Full-time
Experience: 3+ years Customer Service (Required)
Locations: New York City, (some remote work possible)
Compensation & Benefits
Competitive salary and equity commensurate with experience and performance
Health insurance benefits
Stock options
To apply, please click on the button below and include your cover letter and resume.