Customer Experience and Operations Lead
M
Mason Genie
📍 desde casa, desde casa, Mexico
Job Description
**About Us**:
We're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence. This role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.
**Core Responsibilities**:
Direct Customer Service
- Process and resolve customer service tickets within 24-hour SLA
- Manage order issues, returns, and refund requests
- Provide product information and recommendations
- Address customer complaints and escalations personally
Customer Service Leadership
- Develop and maintain service level agreements on-time response
- Build, train, and manage a high-performing customer service team
- Create comprehensive SOPs for customer service operations
- Monitor and maintain quality standards for all customer interactions
- Oversee hiring and training processes for service team members
Operations Management
-...
We're a growing e-commerce company seeking an experienced leader to oversee our customer experience operations and drive service excellence. This role combines strategic leadership with hands-on operational management to ensure exceptional customer satisfaction across all touchpoints.
**Core Responsibilities**:
Direct Customer Service
- Process and resolve customer service tickets within 24-hour SLA
- Manage order issues, returns, and refund requests
- Provide product information and recommendations
- Address customer complaints and escalations personally
Customer Service Leadership
- Develop and maintain service level agreements on-time response
- Build, train, and manage a high-performing customer service team
- Create comprehensive SOPs for customer service operations
- Monitor and maintain quality standards for all customer interactions
- Oversee hiring and training processes for service team members
Operations Management
-...