VP of Customer Experience

CommBox is a leading Unified Digital & AI Communication platform transforming customer engagement for over 350 clients worldwide. Our mission is to redefine customer communication, making it effortless, intuitive, and incredibly effective.

We provide brands with state-of-the-art tools to automate customer interactions seamlessly across digital channels and messaging apps like SMS, WhatsApp, Messenger, and Google. Our advanced AI technology manages millions of customer transactions daily, streamlining the journey and enhancing efficiency.

Designed for businesses of all sizes, our innovative software elevates customer satisfaction and drives exceptional business performance.

Position Overview:

Commbox is on the hunt for a passionate and skilled VP of Customer Experience to lead our support and CS teams. In this role, you'll be the guiding force, ensuring our clients receive exceptional service every step of the way. You'll play a key role in crafting our support and CS strategy, optimizing processes, and empowering the team to deliver top-notch assistance. If you're a strategic thinker with a knack for leadership and a proven track record of boosting customer satisfaction, then we want to hear from you!

Key Responsibilities:

• Manage the day to day operation of our CS and support teams, including process escalating, quality checking and staffing needs, defining support strategy, setting and hitting KPIs.
• Improve the customers’ experiences by understanding and focusing on customer satisfaction and measuring how the team is doing and driving the necessary actions for improvement.
• Support the team on providing accurate, efficient resolutions to complex escalated customer issues.
• Stay up to date on the latest industry trends, technology and best practices. Develop and execute a comprehensive customer experience strategy that aligns with the company's goals and objectives.
• Define and implement best practices for customer service delivery, including processes, systems, and performance metrics.
• Collaborate cross-functionally with R&D, Sales, Product, Project and Support teams to align customer goals with company objectives.
• Monitor and analyse customer feedback, satisfaction metrics, and market trends to identify areas for improvement and innovation.
• Champion the voice of the customer within the organisation, advocating for their needs and preferences in decision-making processes.
• Establish and maintain strong relationships with key customers’ stakeholders, including executive leadership, to gain buy-in and support for customer experience initiatives.
• Drive a culture of customer-centricity and continuous improvement throughout the organisation, fostering a mindset of empathy and accountability.
• hands-on involvement in resolving escalated customer issues

Qualifications:

• 7+ years of experience in leadership customer experience roles in SaaS B2B companies. Such as Support, Customer Success etc.
• Proven track record of developing and implementing successful customer experience strategies in a fast-paced environment.
• Strong leadership skills with the ability to inspire and motivate teams to achieve results.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence across all levels of the organisation.
• Familiarity with customer support tools such as, HubSpot, JIRA or comparable platforms and AI support tools
• Proven experience in maintaining a C-level relationships with enterprise customers
• Analytical mindset with the ability to leverage data and insights to drive decision-making and measure performance.
• Passion for customer advocacy and a deep understanding of customer needs and preferences.
• Fluency in English is a mandatory requirement
• B.Sc. in Computer Science, Information Technology or a related field

If you're passionate about driving customer-centric initiatives and shaping exceptional customer experiences, we'd love to hear from you. Join us in our mission to delight and exceed the expectations of our customers!