Manager, Customer Experience (Good Chop)

Job description

We’re looking for a Customer Experience Manager to join Good Chop’s dynamic Operations team. This person will play a pivotal role in managing Good Chop’s end to end customer care experience, ensuring all of our customers receive exceptional service every time they interact with a customer care agent. This person will balance customer centricity with operational rigor, continuously identifying and implementing opportunities to improve the customer experience across teams. You will …: - Develop and own our CX strategy : Transform customer care from a reactive support function to a proactive experience driver, measurably building loyalty and revenue. - Supervise Customer Care agents: Manage our team of customer care agents, including: monitoring their performance and compliance, conducting quality assurance (QA) audits, updating and designing SOPs, and implementing changes that will result in stronger performance and a better customer experience. - Manage learning & development : Ensure our agents are equipped with the best and most up to date content and training materials to provide best in class customer service. - Own performance management : Own and analyze key performance metric...