We’re looking for a builder-someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone;
Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies
Data and impact led, using metrics and root cause analysis to drive measurable improvements
A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences
What You Bring
Bias toward action-you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction
Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments.
Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence
Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs
Strong experience mentoring and leading high-performing teams, including performance management and coaching.
Capable of being highly productive and independent in driving initiatives with minimal oversight from management
Job Responsibilities
People Management
Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution.
Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development.
Building Customer Care for Scale
Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented.
Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency
Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes.
Customer Experience Program Management
Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support.
Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer.
How to Apply
1.Applying For Jobs But Not Getting Interviews? Land Interviews in 60 Days – Guaranteed Offer. Land Your Next Job Faster.
2.Upload Your CV Here. Register Your CV With Us And We Shall Contact You For Jobs That You Qualify. .
3.Grow In Your Career. Get A Better Job. .
4.N.B: Free Job Advertising. When you advertise your job with us, you will reach over 500,000 qualified professionals in our database.
How I Got a Job Through C.S.S
Get A Job Faster
Professional CV Review & Writing Service
Is Your CV Getting You Interviews? Stop Missing Interviews! Get Interviews in 60 Days – Guaranteed Offer from Our HR Team.
Corporate Staffing
You must sign in to apply for this position.