Pillow is hiring a

Web3 Head - Customer Support & Experience

As a head of the Customer Excellence Team, you would be handling all situations that need an increased sense of empathy and time to provide customers with a delightful experience on any escalated concern.

The tickets we handle need immediate attention in order for the task to be fulfilled, we help users, partners and merchants who are finding it difficult to find their way around a task. An important part of this role is to establish accurate expectations from the escalating procedures, reviewing the situation and ensuring consumer satisfaction throughout the escalation process.

Requirements

• Should have previously managed atleast a team size of 50+ agents and at least 5 years experience in the customer support/experience segment.
• Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies to create a cost effective operation consistently achieving contact handling SLAs.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Ideal Candidate

• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Comfortable and open to work on different channels of communication (Phone/Email/Chat)
• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Mandatory: Prior experience in a consumer internet startup (preferrably FinTech)