Developing the vision, strategies and tactics that enable our customers to learn and adopt the company platform at an ever increasing level of quality and operational scale
Leading a team to deliver self-service customer education, training & troubleshooting through the creation & delivery of written, video and interactive content, ensuring that we provide a world-class experience throughout the entire customer journey
Partnering with CX Operations team on the strategic direction & content of our AI chatbot
Owning our localization strategy, ensuring improvements to our experience for global customers
Leading the teams responsible for the Help Center, Community and Academy properties and programs
Creating and managing a feedback loop for content iterations coming from Support interactions to education properties to the product team and back
Mentoring and coaching your team members to encourage their own professional growth in combination with impactful outcomes for our customers
Partnering with the other leaders on the Customer Experience team in Support, Success & Operations to put the success of our customers first
What do we need from you?
12+ years of work experience with 4+ years experience leading high-performing customer experience teams and 2+ years of experience as a second-line manager in the technology industry
Experience developing omni-channel customer education strategies and direct responsibility for running them across owned (ie. Help Center, Community) and 3rd party (ie. YouTube, Twitter) digital properties with a focus on scaling customer adoption, education & support
Experience evaluating, implementing and maintaining the applications that deliver customer education, including but not limited to Zendesk Guide, Ada, Insided, various LMS’s and rewards/gamification technologies
Strong desire to create high performing teams, with a passion for building excellent customer experiences
Ability to create, analyze and communicate the KPI’s associated with performance, with a focus on continuous improvement
Leadership in a fast-pace and ever-changing environment, where ambiguity fuels your curiosity, creativity and tenacity
Authorized to work lawfully in the United States of America as the company does not engage in immigration sponsorship at this time
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Education and Training
Industries
Staffing and Recruiting
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