Principal Consultant at Catalyst Advise
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VP - Customer Experience/Business Operations - EdTech (5-10 yrs)
What we are looking at:
- The hired individual would be responsible for NPS, CSAT, Response Times, Ticket Closing times, Refund rates, and more.
- They would also own the product required to deliver an excellent customer experience, e.g. live chat integrated into the website, self-serve helpdesk
- We're looking for someone who understands product, who proactively designs the right customer/user journeys rather than optimizing existing ones, who thinks cross functionally and can work with biz leaders across the org, is excellent at data comprehension / analysis / synthesis, and is an inspirational people leader.
- Past experience owning NPS and call center / support operations
- Past experience building user journeys for phone, email, sms, whatsapp, and/or live chat based support operations
- Ability to design a customer / user experience rather than just optimize it
- Strong communication skills
- Strong data skills