Head of CS

Boston Link

Managing the Customer Support operation, from defining goals, strategy of how to achieve, how to measure and monitoring team performance

  • Ensure SLA and CSAT goals are achieved
  • Set a clear and actionable strategy
  • Define team goals
Description
- Managing the Customer Support (Ambassador) operation, from defining goals, strategy of how to achieve, how to measure and monitoring team and individual performance.
- Ensure SLA and CSAT goals are achieved
- Acts as a liaison between the customer service department and other departments in the company.
- Develops and implements methods to record, assess, and analyze customer feedback.
- Develops and implements training and quality assurance programs for new hires and experienced employees


Scorecard:
- Review the team by using KPI's and providing an actionable plan in order to establish a top performer Ambassador team by end of month 1
- Setting clear, actionable and measurable strategy to improve our SLA and CSAT by end of month 2
- Set a clear and actionable strategy to maintain and deliver KPI on the 3 different areas of the Ambassador team (1st level support, 2nd level Support and Proactive team)