Experienced Customer Experience People Lead – Global CX Strategy Execution and Team Leadership

At careerzynith, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information, and connections. Because when they succeed, they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

• *About careerzynith**

careerzynith is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Our platform is designed to provide 24/7 support to our users, and our Customer Experience Team works together to deliver exceptional support and guidance to small business owners, bookkeepers, and accountants. As a Customer Experience People Lead at careerzynith, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these experiences for both our customers and careerzynith.

• *How You’ll Make an Impact**

As a Customer Experience People Lead, you will play a critical role in supporting the execution of our global Customer Experience (CX) strategy, objectives, and key results. You will be responsible for leading a high-performing team of Customer Experience Specialists and Seniors who are dedicated to delivering exceptional customer experiences. Your team will be responsible for providing 24/7 support to our customers, and you will be empowered to make decisions in the best interests of our customers and our business.

• *Key Responsibilities**

• Participate as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives (OKRs)
• Collaborate effectively with your global peers to drive alignment and cohesiveness across our global operations
• Effectively coach your teams to achieve results, including quality, customer satisfaction, and productivity targets
• Uplift overall capability of your team through effective ongoing development and coaching
• Lead a high-performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way
• Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity targets
• Play a key role in change leadership, ensuring changes are well understood and adopted
• Provide outstanding leadership and motivation to the team, balancing empowerment and autonomy while ensuring accountability
• Collaborate closely with operational supporting roles to ensure the team is equipped to deliver on the operating plan, together with being prepared to support business change
• Proactively engage with customers as required, advocate for our customers (being the voice of the customer to influence business change) and be the point of escalation when there is an aggrieved customer needing assistance or executive-level complaint
• Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team
• Ensure our customers receive exceptional service by proactively identifying opportunities to improve the service offered to our customers and in careerzynith processes
• Proactively understand and manage compliance and regulatory obligations for your areas of responsibility

• *Success Looks Like**

• Role model careerzynith's values
• All team members are inspired and able to perform their role to the highest possible standard
• Your people are working effectively and efficiently with a continuous improvement mindset
• Response time & resolution rate goals are maintained and/or improved to agreed targets
• Your direct reports' success measures are met and/or exceeded
• Customer-related issues are managed or escalated accordingly, resulting in effective resolution of the issues
• Good performance is recognised and celebrated. Underperformance and any people management issues are managed promptly and effectively
• Quality experiences are delivered to our customers, monitoring through internal and external feedback and providing coaching to team members to achieve this
• Participation in the global Customer Experience team, attend and lead regular team meetings to successfully deliver performance and land change
• Adaptable to grow with the changing needs of our business and customers
• Collaborates effectively with all teams across careerzynith, proactively engaging when you identify improvement opportunities

• *What You’ll Bring with You**

• Experience leading or managing a team, in a customer support environment
• Experience of working to service levels and quality targets
• Excellent verbal and written communication skills
• Used to acting as a brand ambassador
• Proven ability to balance the needs of the individual with the needs of the business
• Proven ability to navigate areas of conflict in an open, positive, and proactive way
• Supporting delivery of change, ideally with some experience in landing change projects
• Experience in accounting and/or small business is a bonus
• People, performance, and customer-driven mindset
• Builds great relationships
• Coaching and leadership capabilities
• Resilience
• Have a growth mindset
• Good collaboration and influencing skills
• Give and receive feedback in a constructive way
• Confidence - inward and outward and around decision making
• Accomplished communicator with the ability to conduct difficult conversations
• Role model for the skills required by your team of CX Specialists – empathy, commitment, curiosity, attentiveness, connection, and courage
• Demonstrates empathy and excellent communication skills
• Coaching and active listening skills

• *Additional Information**

• Why careerzynith?
• Offering very generous paid leave to use however you'd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at careerzynith.

• *Join careerzynith Today!**

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you! Apply now to become a part of our careerzynith team and help us make a difference in the lives of small business owners, bookkeepers, and accountants around the world.

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