Guest Services Executive - The Club

This is a remote position.

• Leading the customer support team.
  
• Directly reporting to the Manager and being responsible for all relationships between our customers and MyOperator.
  
• Planning and implementing customer support strategy, whilst leading by example providing 1st class customer support.
  
• Assembling a new look customer support team, to also include, escalation management, stakeholder management, training, documentation and building out our remote working culture.
  
• Coaching the team to improve and striving to give our customers the best experience.
  
• Measure and enhance customer experience, with data-led decisions and tracking KPIs for customers and agents.
  
• Creating new processes for customer success and looking at creating new revenue streams, such as Client Services, References sales, Upsell & Cross Sell
  
• Review all support-related processes and documentation for continuous improvement
  
• Assist in the creation and implementation of customer self-service material and tools
  

Requirements

• People manager at heart - you love mentoring, leading and contributing to the professional development of those around you
  
• 5+ Years of Customer Support experience in a Product OR SaaS environment.
  
• Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role.
  
• The ability to build and maintain relationships internally and with customers
  
• Excellent listening, presentation and communication skills at all business levels
  
• The ability to partner with customers in developing their strategic direction
  
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
  

Benefits

• 100% Remote Working
  
• Device & WiFi Reimbursements
  
• Attractive Incentive