Job Description
Head of Customer Experience
ANYWHERE /
OPERATIONS CUSTOMER EXPERIENCE /
REMOTE – INDEPENDENT CONTRACTOR
About Us
At The/Studio, our vision is to empower individuals, regardless of their expertise, to unleash their creativity and bring their unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products that not only exceed expectations but also provide a seamless and awe-inspiring experience via our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their true passions, driving them towards remarkable success and fulfillment. Together, we turn dreams into tangible realities and shape a world where creativity knows no bounds.
Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a fully remote working platform so that we can attract the world’s best talent.
All roles at The/Studio are 100% remote from anywhere in the world, as long as you have all your tools, and a fast, stable internet connection!
The Role
We are seeking a dynamic and customer-focused leader to join our team as the Head of Customer Experience. We are a tech forward custom manufacturing business, and this role will manage the entire customer journey from working with engineering on the initial customer experience, working with marketing to ensure we are speaking to the customer in a way that optimizes their experience, to design, to working with sales, and supply chain team to ensure that the customer receives the perfect experience. We are looking for a leader that is data focused, deeply understands call center metrics, and has experience managing remote teams.
What You’ll Do:
- Lead Call Center Operations: Oversee end-to-end call center operations ensuring efficiency, quality, and scalability.
- Leverage AI Integration: Champion the utilization and integration of AI to optimize call center operations and improve overall team performance.
- Strategize for D2C Brands: Develop and implement strategies tailored to support e-commerce and direct-to-consumer brands effectively.
- Monitor & Enhance Key Metrics: Deeply understand and regularly review call center metrics to devise strategies for improvement.
- CRM Expertise: Stay updated with the latest CRM technologies in the market and ensure their effective utilization for better customer relationships.
- Telephony Software Management: Oversee and optimize the use of telephony software to ensure efficient communication channels.
- Process Optimization: Regularly review and refine processes to ensure a seamless customer experience, ensuring best-in-class standards.
- Team Leadership: Guide, train, and motivate the customer experience team, fostering a culture of customer-first thinking.
About You:
- Proven experience managing remote call centers.
- Strong belief in the potential of AI and its ability to revolutionize customer experience.
- Prior experience in supporting e-commerce platforms, with a special focus on direct-to-consumer brands.
- Deep understanding of call center metrics and strategies to influence them positively.
- Natural inclination towards customer-centric approaches and strategies.
- Proficiency in various CRM systems available in the market.
- Knowledge of telephony software and its integration in call center operations.
- Strong process-driven mindset with an emphasis on continuous improvement.
- Exceptional communication, leadership, and organizational skills.
- Passion for creating a benchmark customer experience.