Director of Customer Experience

UWorld • Coppell, TX

2d

About The Position

UWorld has helped millions of undergraduates, graduates, and professionals successfully prepare for high-stakes accounting, finance, graduate school, high school, legal, medical, nursing, and pharmacy exams. Our 750+ professionals — from accomplished doctors, practicing nurses, and experienced lawyers to in-classroom educators, visionary finance experts, and skilled scientists — take great pride in crafting exam-like test questions, detailed answer explanations, vivid illustrations, and precise videos that make really hard stuff easy to understand for students. We are passionate about creating an inclusive environment where everyone feels valued while providing value to the students, educators, and partners who trust us to provide the highest-quality educational content and study tools on the market. UWorld has a need for a Director of Customer Experience to lead both of our dynamic Customer Care and Technical Accounts teams based out of Dallas, Texas. Reporting to the CTO, we are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers. This is a strategic leadership role in which the incumbent will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

Requirements

• Bachelor’s degree or equivalent experience
• 10 years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
• 5 years of experience leading and training a Customer Care team
• Experience administering customer support tools and technologies, like CRMs and/or ticketing systems

Responsibilities

• Efficiently resolving customer concerns via phone calls/emails/tickets
• Managing team member schedules
• Monitoring individual and team performance and trainings
• Enhancing quality of customer service delivered, ensuring compliance with service level agreements, etc.
• Setting up best-in-class processes for onboarding users.
• Handling, resolving, and routing business inquiries/issues in a timely manner
• Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
• Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
• Build out a knowledge base for the team to reinforce consistent and timely customer experience
• Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
• With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
• Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
• Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
• Identify and retain key talent and cultivate pathways of career development and growth for the team
• Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
• Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
• Manage the flow of information accurately and appropriately
• Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
• Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success

Benefits

• Competitive compensation (contingent on experience)
• Paid time off (based on sliding scale according to hire date and work hours), parental leave, bereavement, and 8 hours of volunteer time
• A generous paid holiday schedule that includes the entire week of Christmas
• Comprehensive benefits package (medical, vision, dental, life, disability and pet insurance)
• 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
• Annual professional and career development opportunities available
• Social Committee that offers an inclusive environment to get to know coworkers in a fun way
• Daily on-site group fitness classes

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees