Voyagu is a dynamic and innovative tech-enabled travel agency based in the US, focused on delivering exceptional air travel services to premium clients. With operational hubs in Mexico City and Warsaw, and a commitment to providing the best customer experience in the industry, we are poised for significant growth and transformation.
We are looking for a dynamic and hands-on Head of Customer Support who is a critical leadership role within our team. The ideal candidate will be responsible for designing, implementing, and refining support processes to enhance customer satisfaction and loyalty. This role requires a detail-oriented, process-driven individual who is deeply committed to customer-centric service. Extensive experience in international English-speaking companies targeting the U.S. market is a must, with a proven ability to adapt across various industries.
Key Responsibilities:
Leadership and Team Development:Lead and mentor the customer support team to ensure high performance and exceptional service delivery.Foster a positive and collaborative team culture, encouraging innovation and continuous improvement.Develop training programs and professional development opportunities for team members.Process Design and Optimization:Design, implement, and continuously improve customer support processes to enhance efficiency and customer satisfaction.Establish and track key metrics and KPIs to measure and drive support performance.Maintain comprehensive documentation of support processes and policies.Customer-Centric Approach:Ensure all customer interactions reflect our commitment to outstanding, customer-centric service.Serve as the voice of the customer within the organization, integrating customer feedback into service improvements and product development.Operational Excellence:Oversee daily support operations, ensuring timely and effective resolution of customer issues.Implement and manage support tools and technologies to streamline workflows and enhance support capabilities.Optimize support channels, including phone, email, chat, and social media, to ensure a seamless customer experience.Quality Assurance and Continuous Improvement:Develop and implement quality assurance programs to ensure consistent and excellent customer support.Conduct regular reviews and audits of support interactions to identify areas for improvement and training needs.Adaptability and Industry Knowledge:Demonstrate adaptability by successfully transitioning across different industries.Stay updated on industry trends and best practices to ensure our support operations are state-of-the-art.Qualifications:
- Experience:
- Extensive experience in a senior customer support or service management role.
- Background in international English-speaking companies, particularly those targeting the U.S. market.
- Proven ability to design and optimize support processes that enhance customer satisfaction.
- Experience across multiple industries, demonstrating adaptability and learning capability.
- Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Highly organized and detail-oriented, with a perfectionist approach to work.
- Deep customer-centric mindset and passion for delivering exceptional support.
- Proficiency with customer support software and tools.
