Head of Costumer Support

As the Head of Costumer Support at Lumen, you will play a pivotal role in shaping the customer-centric strategy and roadmap, empowering the CS team to excel, and driving efficiency and alignment across the organization.

Your expertise and leadership will be instrumental in achieving critical business objectives and ensuring an exceptional customer experience.

Responsibilities:

• Grow and develop CS leaders by providing expert-level CS knowledge and coaching.
• Drive process improvement initiatives to enhance efficiency and productivity.
• Define and create Customer Experience methodologies in collaboration with the product team to provide an outstanding customer journey.
• Implement AI technology into systems to improve customer service.
• Creating new business opportunities in the field of nutrition involves identifying and capitalizing on trends, unmet needs, and emerging market segments related to nutrition and health
• Establish a Strategic Plan for customer service, identifying growth strategies and company goals.
• Proactively track and improve overall efficiency and productivity within the service organization.
• Drive the attainment of key performance indicators, including service level, quality, revenue protection, productivity, reliability, and customer experience objectives.
• Oversee processes, work order accuracy, quality, and adjustments to ensure a high level of customer satisfaction.
• Collaborate cross-functionally with Product, R&D, and Marketing teams.
  
  

• Collaborate cross-functionally with Product, R&D, and Marketing teams.
• 10+ years of professional experience in leading service and support teams.
• Experience with 24x7x365 global customer support teams.
• Proficiency in building scalable support processes and tools.
• Strong attention to detail, planning, budgeting, and organizational skills.
• Data and results-oriented mindset.
• Hands-on experience with service and support workflow tools, such as Salesforce.
• Experience in building or supporting differentiated service tiers or unique customer segments.
• Familiarity with B2B business metrics, including renewals and upsales.
• Passion for enhancing the customer experience and delivering measurable improvements.
• Excellent communication skills and the ability to interact effectively with executive, operational, and technical teams.
• Experience in a B2C/Wellness company - advantage