About the job
Join the Jiffy Customer Care Team!
At Jiffy.com, we are passionately committed to providing a seamless, swift, and enjoyable experience for our customers. Our clientele ranges from small business owners to hobbyists and crafters who are bringing their creative ideas to fruition. Every touchpoint is meticulously crafted to ensure satisfaction. As an integral part of our Customer Care team, you will be pivotal in pinpointing pain points, resolving issues, and driving continuous enhancements throughout the customer journey.
As the Customer Experience Manager, you will operate at a level above Supervisor, overseeing personnel management, team performance, and operational execution across various customer care teams. This position emphasizes the cultivation of strong supervisory skills, leveraging data to drive outcomes, and scaling processes that elevate both employee and customer experiences.
Key Responsibilities
Lead & Develop People
- Oversee and mentor Customer Experience Supervisors, fostering consistent and effective leadership.
- Establish clear performance benchmarks and hold leaders accountable for team outcomes.
- Assist in the hiring, onboarding, and development of supervisors and frontline team members.
- Enhance leadership capacity through continuous coaching, feedback, and succession planning.
Own Customer Care Performance
- Be accountable for performance metrics including CSAT, NPS, resolution time, quality, productivity, and team engagement.
- Translate Customer Care objectives into clear, measurable goals for supervisors and teams.
- Identify performance discrepancies and implement actionable corrective plans.
Drive Operational Excellence
- Collaborate with supervisors to identify obstacles in workflows, tools, and policies.
- Spearhead process improvements that minimize customer effort and enhance efficiency at scale.
- Ensure that processes, workflows, and best practices are documented and adhered to consistently.
Be Data-Driven
- Examine customer feedback, operational metrics, and escalations to uncover trends and root causes.
- Utilize data to inform staffing strategies, prioritize initiatives, and measure impact.
- Disseminate insights and action plans to Customer Care and cross-functional leadership.
Champion the Customer Voice
- Serve as a senior escalation point for complex or high-impact customer challenges.
- Collaborate with Product, Operations, and Technology teams to drive enhancements across the customer journey.
- Ensure customer insights are integrated into strategic decision-making.
