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Meta (formerly known as Facebook)

Head of Customer Experience, Kustomer (a1K2K000008UARwUAO)

Business and Financial Operations

All

Yearly

No

New York, New York, United States

Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to [Register to View] Kustomer is a Customer Service CRM, this role is our business. This person will own the vision for this function and of what Customer Service should be, with the opportunity to shift the view of CX across the entire industry.The Head of Customer Experience (CX) will lead the Customer Success, Professional Services and Global Tech Support teams and work with their leaders to design world class experiences for our customers. We partner with our customers to understand their deepest needs and provide simple, valuable solutions that drive long-term relationships and joy for our customers. You will work closely with other executives and the sales, engineering and product teams to align pre-sales expectations, develop implementation plans, and oversee flawless operations of the CX team.

Required SkillsHead of Customer Experience, Kustomer Responsibilities:
  • Owning our customer happiness via retention and growth of our existing customer base
  • Providing coaching and guidance to team members, helping them learn and execute on the best possible support Kustomer can offer
  • Partnering with sales to create and deliver a flawless transition of customers from sales to CX post-sales
  • Seeking out and analyzing customer feedback to drive improvement in the quality of our service and customer satisfaction
  • Leveraging customer feedback to identify possible improvements to our product, working closely with Tech and Product to develop and prioritize customer asks and anticipate future needs
  • Building and retaining your best CX team ever, while driving efficiencies in teams as they scale
  • Aligning processes across the customer experience organization and ensuring there is buy-in
  • Building strong cross-functional partnerships in all areas of CX as they interact with Product/Engineering and Sales
  • Defining challenging goals for the CX organization to drive rapid scaling efforts
  • Deeply understanding the marketplace and using that knowledge to drive strategic change and efforts within Kustomer
  • In a post-COVID world, you are comfortable with traveling up to 25%
  • May involve handling sensitive personal data
Minumum QualificationMinimum Qualifications:
  • 10+ years of post-sales leadership experience including implementation, customer service, and support (including management of 24/7 support, offshore and contract resources)
  • Strategic management experience of all facets of CX with experience scaling these teams effectively
  • Senior Leadership experience at a fast-growing company
  • Mentoring, coaching, and people development experience with the know-how to inspire their best work
Preferred QualificationPreferred Qualifications:
  • Contact center/CRM industry experience
  • Experience in the SaaS industry
  • You exhibit empathy towards customers and are experienced in developing data driven customer insights
  • Extensive professional services experience

(Colorado only*) Estimated salary of $229,000/year + bonus + equity + benefits *Note: Disclosure as required by sb19-085(8-5-20)

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [Register to View]