Customer Experience Professional 2
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Joining the Mailchimp Product Support team as a Customer Experience Lead, you have the opportunity to work within functional teams to assist with the development of improvement plans and advocate for the end to end support experience across all contact channels.
Your core daily responsibilities will enable you to ensure delivery of quality of service and voice of customer insights to drive improvements . You will be empowered to drive plans to improve experiences across the business to deliver customer and Support team benefits. Additionally, your contributions to stabilizing customer experiences through data driven recommendations to business partners will be key to continuous improvement.
Responsibilities
- Develop the management system to build structure and rigor in monitoring the health of support interactions by various dimensions (i.e. customer resolution, support contact drivers, churn)
- Optimize how Support measures and collects feedback on the customer experience related to Product Support interactions through survey data, support tickets, etc
- Develop operational mechanisms to implement quality insights and customer feedback to improve the overall customer experience, through Product Support upskill training and through partnership with Product/Go-to market initiatives
- Monitor critical KPIs (CSAT, Customer Issue Resolution) end-to-end to drive overall performance through accountable teams (i.e. Issue Resolution, Retention)
- Use data effectively to get buy-in and resolve operational decisions
- Create and design playbooks/resolution workflows to address disruption in customer experiences
- Drive cross- functional efforts to optimize customer and Support team experiences in Human Assisted Offerings (i.e. proactive outreach service design to the customer based on voice of customer or KPI signal, hypothesis driven experimentation on existing offerings)
Qualifications
- 4+ years of experience in a Customer Experience role
- Proficiency in data analysis with tools such as Google Spreadsheets or Excel
- Bonus for experience with leveraging business intelligence tools, such as Looker or Tableau
- Ability to self-motivate and work with ambiguity while driving results
- Strong proactive communication skills, both written and verbal
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