Customer Experience Operations Manager (Seller)
- Full-time
Company Description
Job Description
The Resolution Desk is a team of experienced product and policy experts within the Customer Success organization who specialize in recovering negative customer experiences, coaching frontline Advocates, and providing insights that drive high performance and a positive customer experience. This team serves as the primary escalation path for Customers who ask to speak with a manager or who engage social media to express their dissatisfaction with Square. Through these interactions, the Resolution Desk aims to protect and repair the relationship between Square and our Sellers, while identifying opportunities to improve the customer experience and Advocate performance.
We are seeking a highly motivated and resourceful Leader who is not only a great coach but also has an analytical mindset and an aptitude for process improvement. You’ll lead a team of product and policy experts, and you will also build out world-class operations, partner with cross-functional stakeholders to implement data-driven solutions, drive customer happiness, and promote employee success. The Resolution Desk team has a wealth of insight into what drives high performance and a great customer experience. It will be up to you to analyze, communicate, and take action on these high impact opportunities to drive Customer Success.
You will:
Drive improvements in Advocate performance, customer satisfaction, and the recovery of poor customer experiences with Square
Coach and mentor Resolution Desk team members with a focus on professional development, driving results, and upstream problem solving
Ensure Resolution Desk team members are up to date on all products, policies, and team processes in order to effectively support the CS team
Manage cross-functional projects to drive improvements in customer-facing policy and processes to improve the customer and Advocate experience
Aggregate and share insights from quantitative and qualitative Resolution Desk data to help influence training, content, policy, coaching needs, and product features
Refine internal Resolution Desk policies and processes to improve the team’s efficacy and efficiency in promoting the customer experience
Treat Success as a product at Square, innovating and iterating on the customer experience
Qualifications
3 years of experience in a role as an operations leader
The ability to effectively influence and communicate cross-functionally
Excellent written and verbal communication skills
Creative problem-solving abilities
A passion for Square and ensuring outstanding customer experiences
Working knowledge of data collection & visualization tools, such as Excel, Looker, or Salesforce
Nice to have:
Past product and/or project management experience
Experience building and scaling tier 2 support or similar operations, particularly in a fast-paced startup or tech environment