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במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
We are Tailor Brands . We built a platform that builds businesses. From launching and managing to growing a business, Tailor Brands is the all-in-one solution that empowers any business owner. Our platform services over 40 million small businesses Our “Guidance Engine” assesses each new business introduced to our platform and devises a tailored plan that allows you to manage all your business needs from a single dashboard. At Tailor Brands, we believe in more than just handing you another tool; we are dedicated to teaching you the art of building a business. Our Customer Experience Team is at the forefront of this mission—ensuring our customers get the support, guidance, and solutions they need to succeed. We’re looking for a Customer Experience Team Leader to lead, optimize and oversee a team of talented CX Specialists and BPO center.
What You’ll Do
* Lead, mentor, and inspire a team of in-house and global Customer Experience Specialists.
* Manage BPO performance , ensuring external teams meet Tailor Brands' quality and efficiency.
* Own and optimize CX KPIs , including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the user experience.
* Be the voice of the customer , working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
* Develop and implement scalable support strategies , ensuring efficiency in customer interactions.
* Drive automation and self-service initiatives , reducing ticket volume while improving customer satisfaction.
* Manage escalations , providing expert problem-solving and guidance to the team.
What You’ll Do
* Lead, mentor, and inspire a team of in-house and global Customer Experience Specialists.
* Manage BPO performance , ensuring external teams meet Tailor Brands' quality and efficiency.
* Own and optimize CX KPIs , including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the user experience.
* Be the voice of the customer , working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
* Develop and implement scalable support strategies , ensuring efficiency in customer interactions.
* Drive automation and self-service initiatives , reducing ticket volume while improving customer satisfaction.
* Manage escalations , providing expert problem-solving and guidance to the team.
Requirements:
2+ years of experience leading a customer support or experience team—preferably in a SaaS or e-commerce fast-pace environment.
* A creative and proactive problem-solver , with a passion for delivering outstanding customer experiences.
* Proven experience in BPO vendor management , including performance tracking, quality assurance, and process improvements.
* Strong data-driven mindset , with the ability to analyze CX metrics, create reports and drive optimizations.
* Excellent collaboration, communication and leadership skills.
* Experience with Call Center management - an advantage. Native English (additional languages are a plus!).
Nice-to-know Location : We are based in Rothschild, Tel Aviv. Hybrid Work Model : Four days in the office and one day from home.
If you're passionate about customer experience and love leading teams to success, we'd love to meet you!
2+ years of experience leading a customer support or experience team—preferably in a SaaS or e-commerce fast-pace environment.
* A creative and proactive problem-solver , with a passion for delivering outstanding customer experiences.
* Proven experience in BPO vendor management , including performance tracking, quality assurance, and process improvements.
* Strong data-driven mindset , with the ability to analyze CX metrics, create reports and drive optimizations.
* Excellent collaboration, communication and leadership skills.
* Experience with Call Center management - an advantage. Native English (additional languages are a plus!).
Nice-to-know Location : We are based in Rothschild, Tel Aviv. Hybrid Work Model : Four days in the office and one day from home.
If you're passionate about customer experience and love leading teams to success, we'd love to meet you!
This position is open to all candidates.
במקום לעבור לבד על אלפי מודעות, Jobify מנתחת את קורות החיים שלך ומציגה לך רק משרות שבאמת מתאימות לך.
מעל 80,000 משרות • 4,000 חדשות ביום
חינם. בלי פרסומות. בלי אותיות קטנות.
חיפה
