ClassPass

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Senior Manager of Customer Experience

Customer Experience in Missoula

You’ve established a track record of building out positive, hardworking CX teams devoted to making customers happy! Driven by results, you’re constantly thinking of scalable ways to keep up with an ever growing customer base. You’re a natural leader. Your vision and passion for your customers inspires your team to never settle for second best, always striving to provide the best service possible. In this role you know what’s happening with our customers better than anyone else. You know how our team operates inside and out, and constantly have a pulse on what’s going on across the company.

Responsibilities:

  • Oversee and lead our growing CX team that provides customer care through email, chat and social support
  • Coach and manage Team Leads (NY, MT, SE Asia) through weekly reports and provide direction on areas for improvement to ensure that the team surpasses daily and quarterly OKRs
  • Ensure that all metrics and quality is met across all locations
  • Partner with CX Operations team to use the power of data and analytics to identify opportunities to improve the CX team's efficiency and level of support
  • Partner closely with all internal stakeholders (Product, Engineering, Marketing, Pricing & Inventory, HR, etc) to understand and prepare for upcoming launches and promotions
  • Represent and advocate our customers' needs throughout the company
  • Provide the broader ClassPass Team with bi-monthly updates on customer sentiment and key development areas with the goals of driving change and ensuring that everyone understands what it’s like to be a ClassPass customer

Requirements:

  • 10+ years experience leading CX teams, preferably for a marketplace and/or high growth start-up
  • Ability to travel to other ClassPass offices (NY, MT, Asia)
  • Deep passion for overall customer experience with a proven track record of driving results
  • Willingness to take on new and differing tasks as needed
  • Natural curiosity for understanding daily metrics and quantifying results
  • An ability to blend both the quantitative with the qualitative to drive insights
  • Attention to detail for efficient and effective communication, externally and internally
  • Ability to coordinate cross-functionally with internal teams

Additional facts:

  • Based in our Missoula, MT office
  • Competitive compensation + health benefits

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