What are the responsibilities and job description for the Customer Success Manager position at Bond?
ABOUT OLIBRA
Olibra is a Smart Home company focused on bringing appliance brands and users closer together to deliver a better user experience. We partner with major brands to embed our IoT technology into their products.
Responsibilities include but not limited to:
- Continually elevate our service standards to deliver best-in-class service.
- Identify and implement strategies to improve the quality of service, productivity and sales.
- Direct daily operations and performance management of the service team.
- Develop service policies and procedures to support new business initiatives.
- Maintain our Voice of the Customer program, turning insights into actions to improve the member experience.
- Develop and maintain a reward and recognition program.
- Develop and maintain call, email and chat scripts that reflect the Olibra brand voice.
- Leverage AI tools in order to improve the end user experience when interacting with our support ( live agent and during off hours)
Requirements:
- 3 years managing contact/service center operations, either in an insourced or outsourced environment
- Experience using Zendesk
- Experience with multiple interactive service channels (voice, email, chat, social media, SMS)
- Comfortable using data and analytics to drive continuous process improvement
- Ability to motivate a remote team to fully engage with and reflect our brand
- Highly-developed organizational and planning skills
We Offer:
- Competitive salary and benefits
- Medical, Dental and Vision
- 401(k) plan
- Entrepreneurial culture with global career development opportunities