Client Experience Manager

Emploi pas sur LinkedIn

🕒 il y a 3 mois

🗽 New York – Distant

🗽 New York – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Prosper

Site WebLinkedInTous les Emplois

1 - 10 employés

Fondée en 2021

🤝 B2B

📚 Éducation

🌍 Impact social

B2B • Education • Social Impact

Prosper est une initiative communautaire axée sur la transformation de Birmingham en créant une économie plus inclusive et équitable. Fondée en 2021, Prosper collabore avec divers acteurs pour mettre en œuvre des stratégies visant à la création, la préparation et l'accès à l'emploi, soutenant ainsi les startups locales et les petites entreprises dans les secteurs de la santé, de la technologie et de la fabrication. Leur mission est de favoriser une communauté prospère et de renverser les récessions économiques dans la région.

Description

• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development. • Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar. • Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in. • Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion. • Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional. • Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place. • Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

🎯 Exigences

• Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly • Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and you pick up new systems quickly • Think and act like an owner — you don't wait to be told something is broken, and you're never fully satisfied with the current bar when better is possible • Genuinely care about the clients your team serves, and let that shape how you set standards and develop your people • NYC-based preferred; open to remote for the right candidate.

🏖️ Avantages

• Our culture is a unique mix of thoughtfulness, kindess, and high-performance. We take time to eat lunch together every single day in NYC, while also setting ambitious goals and holding ourselves accountable to them. • We always ensure that we integrate perspectives from experts in our space, including clinicians and autistic self-advocates.