Head of Customer Experience, Kustomer

Head of Customer Experience, Kustomer
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New York, NY
Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. As Kustomer is a Customer Service CRM, this role is our business. This person will own the vision for this function and of what Customer Service should be, with the opportunity to shift the view of CX across the entire industry. The Head of Customer Experience (CX) will lead the Customer Success, Professional Services and Global Tech Support teams and work with their leaders to design world class experiences for our customers. We partner with our customers to understand their deepest needs and provide simple, valuable solutions that drive long-term relationships and joy for our customers. You will work closely with other executives and the sales, engineering and product teams to align pre-sales expectations, develop implementation plans, and oversee flawless operations of the CX team.
Head of Customer Experience, Kustomer Responsibilities
  • Owning our customer happiness via retention and growth of our existing customer base
  • Providing coaching and guidance to team members, helping them learn and execute on the best possible support Kustomer can offer
  • Partnering with sales to create and deliver a flawless transition of customers from sales to CX post-sales
  • Seeking out and analyzing customer feedback to drive improvement in the quality of our service and customer satisfaction
  • Leveraging customer feedback to identify possible improvements to our product, working closely with Tech and Product to develop and prioritize customer asks and anticipate future needs
  • Building and retaining your best CX team ever, while driving efficiencies in teams as they scale
  • Aligning processes across the customer experience organization and ensuring there is buy-in
  • Building strong cross-functional partnerships in all areas of CX as they interact with Product/Engineering and Sales
  • Defining challenging goals for the CX organization to drive rapid scaling efforts
  • Deeply understanding the marketplace and using that knowledge to drive strategic change and efforts within Kustomer
  • In a post-COVID world, you are comfortable with traveling up to 25%
  • May involve handling sensitive personal data
Minimum Qualifications
  • 10+ years of post-sales leadership experience including implementation, customer service, and support (including management of 24/7 support, offshore and contract resources)
  • Strategic management experience of all facets of CX with experience scaling these teams effectively
  • Senior Leadership experience at a fast-growing company
  • Mentoring, coaching, and people development experience with the know-how to inspire their best work
Preferred Qualifications
  • Contact center/CRM industry experience
  • Experience in the SaaS industry
  • You exhibit empathy towards customers and are experienced in developing data driven customer insights
  • Extensive professional services experience
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.