Customer Support Project Management Team Leader

What you'll do:

• Proactively initiate customer experience projects for uplifting and improving overall experience and satisfaction through key success metrics.
• Actively monitor and benchmark CX market practices across industry to identify and adjust our goal to be up-to-date.
• Act as a project management to develop and implement customer improvement projects, track and report on project outcomes and impact.
• Be responsible for end user help center for publishing useful and efficient knowledge to meet customer needs.
• Understand and strategically and manage end to end customer journey for best in class customer experience.
• Be responsible for customer satisfaction improvement & create strategies to minimize customer dissatisfaction.
• Be customer advocate with customer centric mindset to ensure the smoothness in every customer touch points.
• Collaborate with internal stakeholders, including PM, marketing the customer journey by reducing complexity, making efficiencies and improving processes.
• Summarize, collect, analyze and update improvement projects data for weekly performance reports to related departments or upper managements.

What you'll need

• Can do attitude.
• Excellent analytical and math skills.
• Strong written and verbal communication skills.
• Ability to persuade others to change existing practices.
• Proven ability to build relationships, facilitate and negotiate across an organization.
• Passionate about the customer and curious about customer behavior.
• Strong background in customer research and analytics techniques, customer strategy, process improvement and project management.
• 5 year’s work experience in customer service, customer experience, operations or a related field would also be an advantage.