.At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care.
From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:Named one of Fast Company's Most Innovative Companies of 2024Awarded Great Places to Work and Built In's Best Workplaces for the third year in a rowSelected as the Best Overall Restaurant POS by NerdWalletRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That's where you come in.Job Summary:We are seeking a highly experienced and dynamic Senior Client Experience Manager to lead and optimize our Expert Support operations.
As a Senior Client Experience Manager, you will be responsible for overseeing a team of Client Experience Leaders & Analysts, ensuring exceptional client support, and driving performance metrics.
We are looking for a candidate with a proven track record in customer experience management, exceptional leadership abilities, and a strategic mindset to elevate our client experience to new heights.Roles & Responsibilities:Provide strategic direction and senior leadership to the Expert Support Operations, ensuring optimal performance based on provided metrics and quality assurance assessments.Collaborate with executive leadership to align customer experience strategies with overall business objectives and ensure seamless execution.Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding client expectations and achieving industry-leading service levels.Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the client experience and differentiating our brand.Partner with cross-functional teams, including senior leadership, training, workforce management (WFM), and quality assurance (QA), to align efforts and drive a consistent and exceptional customer service experience.Communicate the business strategy to reporting team leads, conduct regular team meetings, and provide timely updates on company policies, procedures, and product enhancements.Oversee workload distribution, ensuring efficient call handling during outages or staff shortages, and handling call escalations as necessary to maintain exceptional client satisfaction.Develop and implement action plans to continuously improve call center performance, customer satisfaction, call resolution, and quality assurance metrics.Approve staffing and scheduling recommendations provided by WFM, ensuring optimal resource allocation to meet service level agreements and maintain high customer service standards