About the Role
Title: Head of Customer Experience
Type: Full-Time
Job Description:
*This role is remote and open to any country.*
Hi! We’re Search Atlas Group, an SEO software company (and full-service digital agency) focused on engineering products and services that help websites improve their performance on Google. We are a rapidly growing organization with clients from Fortune 500 companies to leading Silicon Valley tech startups, and we’re looking to bring on a Head of Customer Experience to help us propel our growth. Check out our careers page here.
If you’re smart, ambitious, and passionate about working for a tech company, we want to hear from you!
Watch the Platform Walkthrough and Overview Video from our Founder Manick Bhan.
Requirements:
This role will be expected to work in EST.
- Customer-focused mindset with a passion for delivering exceptional experiences.
- Someone really technical minded who can dive in and learn our product inside + out!
- Ability to record Loom videos demonstrating product issues / usability problems, along with presenting solutions.
- SaaS or SEO background a huge plus!
- Someone looking for a fast-paced startup culture to grow in.
- Strong leadership and team management skills.
- Fluent in written + verbal English.
Responsibilities:
- Leading daily team stand-ups.
- Managing our Product Specialist team.
- Learning + knowing the product inside and out!
- Keeping a pulse on customer experience/satisfaction with our product + solving problems when they arise.
- Communicating with clients on live chat/other online platforms to help solve problems and answer questions.
- Develop proactive client communication strategies and escalation protocols.
- Design and implement scalable customer success processes
- Create standardized onboarding and engagement frameworks
- Develop client feedback mechanisms and satisfaction surveys
- Establish best practices for client reporting and communications
- Adapting to the role as needed.