Customer Experience Manager

Company: Witly
Location: Rogers
Posted on: May 7, 2022

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