Trưởng Phòng Chăm Sóc Khách Hàng

Manage and monitor customer service metrics and KPIs to measure team performance and identify areas for improvement.
Upgrade Clevai customer service policies, procedures, and standards to ensure consistent and high- quality service delivery.
Build, maintain & improve CS system
Develop continuously training programs to enhance CS skills and knowledge to effectively support Clevai students and their parents.
Lead CS team to ensure that all customer inquiries and issues are effectively resolved in a timely and professional manner.
Monitor and analyze student&039;s learning data/feedback/complaints to identify problems and collaborate with cross- functional teams (such as product development, sale/marketing, academic/teachers) for resolution to improve satisfaction and retention

Experienced with customer service systems such as CRM, JIRA, Caresoft, and other ticketing and chat platforms.
3+ years of experience in customer service management, preferably in the education/edtech field.
Strong analytical and problem- solving skills, with the ability to identify and address customer needs and issues.
Strong leadership and management skills, with a proven track record of managing and developing high- performing teams.
Passion for education and a commitment to improving the lives of learners through innovative technology solutions.

Distinctive Silicon Valley- style culture: Radical Candor, "Voi” Structuring, Data- driven OKRs each quarter, Round Tables "Stone Your Boss" each semester, "Ice Tea" whenever there is a conflict, and "All Hands Meeting" each month
Competitive compensation with Performance Bonus every 6 months
Salary increase speed and stock options of the best talents (Top 10%) are 6x those of regular employees (Lower 35%)
Stock options cover 90% of mid- level managers and experts, and 20% of lower- level staff

Cập nhật gần nhất lúc: 2024-04-03 10:58:25