Develop and execute annual CX roadmap by identifying opportunities and leading initiatives to improve efficiency, elevate the customer experience, generate revenue and reduce costs
Implement and optimize AI Agent adoption to automate simple and routine inquiries
Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings
Integrate upselling, cross-selling, and incentive programs to drive incremental sales while maintaining exceptional service quality
Manage a team of CX Associates in the Philippines and lead them through process changes, new initiatives, and technology adoption while sustaining engagement and productivity
Requirements
3 - 5 years of CX experience, with proven ability to lead, motivate, and develop a CX team
Experience with Gorgias (or another helpdesk), Shopify, Amazon, Recharge and Skio (or similar ecommerce platforms)
Experience implementing an AI Agent
Ability to turn raw data into clear, actionable insights that drive informed decision making
Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices
Additional Instructions
Develop and execute annual CX roadmap by identifying opportunities and leading initiatives to improve efficiency, elevate the customer experience, generate revenue and reduce costs
Implement and optimize AI Agent adoption to automate simple and routine inquiries
Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings
Integrate upselling, cross-selling, and incentive programs to drive incremental sales while maintaining exceptional service quality
Manage a team of CX Associates in the Philippines and lead them through process changes, new initiatives, and technology adoption while sustaining engagement and productivity
