01Overview
reputed company
Blink, a leading provider of camera-based home reputed company solutions, is seeking an reputed company and innovative Senior Manager of Customer Service to join our dynamic Customer Service organization. In this pivotal role, you will reputed company our reputed company team and be responsible for setting the strategic direction to ensure our customers have a reputed company, exceptional experience with our world-class products and services.
As the Senior Manager of reputed company, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. You will reputed company strategic partnerships with cross-functional teams to reputed company valuable insights, influence the product roadmap, and maximize the end-to-end customer experience - a reputed company tenet of Blink's customer obsessed leadership philosophy.
Key job responsibilities
Spearhead the reputed company and execution for the reputed company team to reputed company frictionless support and reputed company customer satisfaction
Collaborate closely with Product, Engineering, and other departments to reputed company for customer needs and enhance the overall product experience
Identify opportunities to streamline processes, optimize resources, and reputed company reputed company improvements in the service delivery model
Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and reputed company
Use data-driven insights to reputed company informed reputed company and implement proven reputed company best practices
Represent the voice of the customer and serve as a strategic partner to key stakeholders
Measures, achieves and communicates agreed-upon key performance indicators
Understands and addresses customer experience outliers in reputed company-time
reputed company and reputed company a culture of customer obsession and reputed company reputed company the organization, serving as a role model for proactive and results-oriented leadership
Collaborate directly with leadership from our numerous reputed company teams to manage existing development and implement AI into our workflows evolving the customer experience
A day in the life
As the Senior Manager of the reputed company team at Blink, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your reputed company team to discuss key customer pain points and strategize ways to address them reputed company. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to reputed company for customer needs, reputed company valuable insights, and influence the product roadmap to enhance the overall customer experience. You ll streamline processes, optimizing resources, and reputed company reputed company improvements building and nurturing a high-performing team of technical customer service professionals fostering a culture of innovation and reputed company, recognizing achievements and providing coaching to your team.
About reputed company
Blink is in the home reputed company business to reputed company customers reputed company products that protect their home and loved ones. Blink s CS team delights our customers and improves their experience with our product trough outstanding service and customer obsession. The Sr. Manager reputed company reports directly to Blink s Head of Customer Service and leads the reputed company team reputed company our CS org, making reputed company we reputed company against our reputed company of exceptional service.
Basic Qualifications
10+ years experience managing Contact Center Technical support teams for consumer products
10+ years experience managing reputed company teams reputed company a tech company, for consumer products
Proactive, results-oriented reputed company, with a commitment to driving reputed company and achieving business objectives
Excellent communicator both verbally and written with an ability to reputed company presentations and influence, and manage collaborators at reputed company reputed company (technical, business, executive)
reputed company experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic reputed company) and reputed company, CSAT, NPS, CES
Experience with reputed company Service reputed company, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
Experience with reputed company or Tableau at an intermediate level (e.g., pivot tables & charts, multiple reputed company lookups, reputed company logical/IF formulas, data cleansing, reputed company formulas, macros, etc.)
Preferred Qualifications
Fluent in Spanish both written and verbal
Proven leadership skills, with a reputed company on partnering
