Customer Experience Manager
Company: Witly
Location: Rogers
Posted on: May 7, 2022
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Job Description:
Job Summary
Witly, LLC is a progressive training and technology company geared
towards real estate professionals. Specializing in marketing and
advertising, we are a fast-paced company seeking a motivated and
driven individual for our Client Experience Manager. The Customer
Experience Manager will be responsible for driving successful
client communication and ensuring we are under-promising and
over-delivering on our commitment to real-time assistance in a
highly professional and personable manner.
Additionally, the Customer Experience Manager will be responsible
for leading and aligning our support team to Witly's goals and
vision through active listening and problem-solving; identifying
connections, patterns and relationships; and development of their
team members' skills, knowledge, and abilities.
Ideal Candidate
You are fanatic about serving and leading a team with various
personality types; stellar customer service with five star
de-escalation and adaptability techniques and skills; providing a
holistic client experience through active listening, analyzing, and
strategizing; and have a knack for problem-solving with high
professionalism, genteel, and poise! You are incredibly curious and
eager to connect your team to the organization's goals and vision,
and you are influential and relationship driven.
Our philosophy is to deliver incredible service to our clients and
users, treating each like a million bucks therefore, you are
incredibly skilled at long-term relationship building and nurturing
while also teaching and leading your team to do the same. You adapt
to change easily and are quick on your toes. You enjoy thinking
outside-the-box and are no stranger to taking risks! The Type A
side of you is extremely organized, has a great sense of
time-management, possesses a high sense of urgency, and isn't
afraid to showcase your rock star abilities!
Responsibilities and Duties
Lead and maintain client satisfaction by driving your team to offer
superior real-time chat support, performing onboarding,
troubleshooting, and sharing digital media knowledge and market
insights
Handle incoming emails for client support on multiple channels
Building new processes that ensure our customers receive the VIP
experience they deserve
Drive your team with set KPIs and OKRs to reach with intentional
engagement and coaching
Perform monthly, quarterly, and yearly employee performance
reviews
Collaborate with and provide updates to executive team and other
various teams to innovate, align, and propel organizational goals
to success
Ensure onboarding of new clients into our educational and software
platforms is optimized and provides a one-of-a-kind client/user
experience
Perform Ad Audits for existing clients and offer expertise for
maximum optimization
Engage in Facebook groups, messenger and various outlets as needed
to assist client base and team
Provide encouragement, coaching, and feedback to direct-report team
members
Required Qualifications and Skills
Great customer service skills
3-5 years experience in technical support
3-5 years experience in software customer support
1-2 years of leadership experience -(required)
Experience leading remote teams (required)
Excellent written and verbal communication skills
Extremely people-, detail-, and process-oriented
Ability to project & people manage, prioritize, multitask, and work
independently
Ability to lead a team effectively and empathically
Thrives in a team environment - handles feedback well
SaaS Product Experience a Plus
Preferred Qualifications and Skills
SaaS product experience
Software support experience
Technical support experience
Real estate experience
Marketing experience
Advertising experience
Job Type: Full-Time, On Site
Compensation: $48,000-$55,000/annually
+ Amazing Health Insurance Benefits
+ Generous PTO
If this sounds like you, send an email to careers@witly.net with
the subject, "#I'mTheBomb.com" and describe yourself, your
experience, and why you are an amazing fit for this role.
Keywords: Witly, Rogers , Customer Experience Manager, Executive , Rogers, Arkansas
Click
here to apply!
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