Customer Experience Manager

We are looking for an experienced customer service leader to join our team as the Customer Experience Manager. This position is based in Columbus, Ohio but we will consider applicants that are in other areas.

 

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Everything we do is about creating an exceptional transportation experience for our riders. We are looking for a Customer Experience Manager that can help us provide an unmatched transportation experience as we grow 10X over the next 12 months. A big part of our business is to provide phone and online support for our riders. The Customer Experience Manager will oversee the Dispatch and Customer Service functions of the business. Experience Manager will be responsible for the rider’s journey from account creation to the end of the ride. 

 

Applicants for this role should have experience in customer service, phone and online call center services, and. This role will require strong planning and coordination skills. In addition to managing the team of Mobility Care Specialist, the Customer Experience Manager will use SHARE Mobility’s software and contribute to product development. 

 

Day to Day Responsibilities:

  • Manage the Mobility Care Specialist Team (3 individuals)
  • Create and manage an on-call and after-hours customer service program that will eventually extend to 24/7 coverage. 
  • Optimize our phone, email, and online support systems. 
  • Manage SHARE Mobility, ZenDesk, RingCentral, and other software tools used for customer service and dispatching
  • Measure the NPS and rider satisfaction scores with weekly reports to SHARE Mobility Management. 
  • Monitor rider feedback, manage customer service failures, and empower the Mobility Care team to solve problems for our customers. 

     

To support the business, the Customer Experience Manager will lead the Mobility Care Specialists and create processes and programs to handle more customers with fewer resources. The Customer Experience Manager will work with the product team to identify features and functions to automate and enhance customer service functions. 

 

Success for this position will be measured by rider satisfaction scores, the use of SHARE Mobility’s software tools, and contributions to the product. We are counting on the Customer Experience Manager to scale our customer service operation economically as we serve more and more riders. There is significant opportunity for growth with the company and promotion. The right person for this role will be goal oriented and highly analytical with experience using data to identify and solve problems.