Head, Customer Experience Operations
Semrush
📍 Nororiente, Valle del Cauca, Colombia
Job Description
Hi there
We are Semrush, a global Tech company developing our own product – a platform for digital marketers.
Are you ready to be a part of it? This is your chance We're hiring for Head, Customer Experience Operations (Customer Success and Support Division).
Tasks in the role
Develop and implement strategies to improve customer support efficiency, quality, and overall customer experience.
Capacity Plans/Workforce Management for CSS: Develop, manage, and optimize capacity plans to ensure optimal staffing models that are efficient, lean and aligned with our Customer SLAs
Variable Comp Plans Management: Develop and manage all our variable compensation plans in partnership with Sales and legal teams. Determine a governance model and a clear yearly cadence to review variable compensation plans, maps proposals for improvements and oversees their implementation
Process Optimization Champion:...