Head of Customer Experience

Who we are

We are Latin America's First 100% online accounting firm. We simplify accounting with technology, while providing a comprehensive service.

Our purpose
To improve Small Businesses relationships with their accounting and Finance in order to support their growth.

What we are looking for

Your mission as Head of Customer Experience is to lead, coordinate, organize and monitor the performance of Backstartup's Customer Experience Team. You should focus on automating processes that involve interaction with customers and standardize responses from different actors
in our service team. We are looking for someone who is passionate about designing, developing and implementing useful strategies to improve the relationship with customers and make interaction seamless.

Your responsibilities include:

• Design processes and strategies that result in maximizing perceived value for Backstartup's Customers.
• Collect, analyze and interpret data from customer interactions aimed to identify requirements and useful information in order optimize our customer's experience.
• Create strategies to improve customer retention and encourage referrals.
• Conduct interviews with active and offboarding customers to understand their satisfaction with our service.
• Design and standardize customer service processes, responses, and problem-solving strategies in order to guarantee a uniform service.
• Design strategies to optimize response times of Backstartup's Customer Experience Team.
• Design the best customer experience in its category: customer journey map and service plan.
• Lead and empower Customer Service Representatives for them to find adequate solutions to diverse problems.
• Improve the operation, configure new channels and audit existing communication channels with Backstartup's Customers.
• Cross-work with product and engineering teams to provide a differential experience for Backstartup's Customers.
• Become a product expert and internal champion for our Customers aimed to obtain improvements that impact our customer's experience and perceived value.
• Measure metrics of our Customer Service Team and ensure their continuous improvement.
• Supervise, with the support of People Ops, the hiring and training of customer experience personnel to guarantee the performance and effectiveness of the team.