Job Summary:

The Customer Experience Head will be responsible for overseeing the customer experience function, ensuring the team delivers exceptional support while continuously driving improvements across customer interactions. This role will focus on leading and managing the customer service team, fostering a customer-first culture, and collaborating with various departments to improve service quality and resolve customer concerns efficiently.

Job Responsibilities:

• Lead and mentor the customer experience team, ensuring they are equipped with the necessary training and tools to provide excellent service. Foster a positive and collaborative team culture focused on delivering outstanding customer support.
• Monitor key performance metrics, including response time, team volume, and overall customer satisfaction. Regularly analyze performance trends and recommend strategies for improvement to enhance service delivery.
• Conduct regular reviews of customer interactions to ensure high-quality communication and adherence to service standards. Provide actionable feedback to team members to maintain and elevate service quality.
• Analyze customer feedback and responses to identify areas for improvement in service delivery and customer interactions. Develop strategies to enhance the customer experience, reduce friction points, and improve satisfaction.
• Oversee the development and delivery of training programs for the customer experience team to ensure they are knowledgeable about company policies, systems, and effective customer communication techniques.
• Handle complex or escalated customer issues, working closely with other departments to resolve problems swiftly while maintaining strong customer relationships.
• Collaborate with other departments to ensure customer insights are integrated into business strategies, and customer needs are adequately addressed across all touchpoints.
• Prepare regular reports on team performance, customer satisfaction trends, and improvement initiatives. Present insights to senior leadership to help inform decision-making and prioritize customer-focused actions.
• Represent the voice of the customer at a strategic level, ensuring their needs and feedback are considered in business decisions and that customer-centric initiatives are prioritized.

Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (preferred).
• 5+ years of experience in customer experience, customer success, or a related role, with at least 2 years in a leadership or managerial position.
• Previous experience working in the Property Technology (PropTech) or real estate industry is a strong plus.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team development abilities.
• Analytical mindset with the ability to leverage data to drive decisions.
• Strong problem-solving skills and the ability to remain calm and professional in high-pressure situations.
• Proven ability to work cross-functionally and collaborate effectively with multiple departments.
• Passion for delivering exceptional customer experiences and fostering long-term customer relationships.

Please refer to job description.