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Customer Support

Director, Customer Experience – 12-month contract Temporary

Company Description

Workleap builds practical employee experience software that makes work simpler. With over 20,000 happy customers in more than 100 countries, Workleap is a must-have for businesses looking to create a more engaging and successful workplace.

So, what will your new role look like?   

As Director of the Customer Experience department, you will be responsible to establish and execute the strategy for the: 

  • Technical Support teams:
    • Best-in class type of service that positions our Workleap Support teams as a differentiator and a value proposition for our clients
    • Initiatives to identify and generate quality leads of growth 
  • Technical Content team:
    •  Improve the Workleap self-serve experience 

Main Responsibilities: 

  • Develop and implement customer experience strategies 
  • Oversee customer support and technical content teams and manage a team of managers 
  • Analyze customer feedback to identify trends and areas for improvement
  • Collaborate with other departments such as sales, customer success and product development, to ensure that the customer experience is consistent across all touchpoints 
  • Monitor customer satisfaction, using metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to measure customer satisfaction and to identify areas for improvement. Develop strategies to improve customer loyalty and retention. 

What does your future team look like?   

You will manage a team of 5 motivated and enthusiast team managers. You will support, coach and lead them to not only achieve the department objectives but also push the boundaries of what world-class customer experience can be. 

What are the next challenges awaiting your team?   

As we consolidate all our Workleap HR products into one platform, the challenge for the team is to unify the experience and guarantee the unique, high-level standard of service. 

Qualifications 

  • Demonstrated ability to lead through influence within and across departments to drive a strategic initiative; 
  • Technical Support experience (at scale, multi-product, structure optimization) and technical content knowledge; 
  • Experience working closely with other directors in the revenue function; 
  • Proficiency in data analysis to make data-driven decisions; 
  • Strategic planning and strategic thinking to improve efficiency and velocity to meet business objectives; 
  • Extensive experience with building Customer journey and experience optimization 
  • Saas industry experience; 
  • Revenue and customer centric mindset 

Additional Information

At Workleap, we build together, we trust each other, and we support each other in success or failure. You will be able to express yourself, evolve and develop your creativity in an environment that will adapt to your daily life and your needs.

We strive to create a healthy and inclusive work environment. This is everyone’s business.

Our Candidate Experience Flow at Workleap: 
Phone Screen – Virtual Interview using Microsoft Teams – Work Sample – Job Offer

We are looking forward to getting to know you!

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