The Customer Experience Lead plays a pivotal role in shaping and enhancing our customers' journey. They are responsible for developing, implementing, and executing strategies to deliver best-in-class customer experiences, ensuring that every interaction with our product and team exceeds expectations. They play a crucial role in addressing customer inquiries, resolving issues, technical troubleshooting and enhancing overall customer satisfaction.

Customer Support: 

• Serves as an escalation point for the team as needed and provides exceptional customer support as these situations arise. Does everything in their power to get an answer and resolve the issue.
• Addresses customer inquiries, investigates and resolves customer complaints or issues efficiently and effectively. 

• Assists with new account set ups and implementations as needed. Ensures the team has the information they need to be successful on servicing new clients.
• Performs technical troubleshooting and testing as needed.
• Builds and fosters strong relationships with key customers and works directly with these partners on key initiatives and enablement activities

Strategy Development & Process Improvement:

• Develops and implements customer experience strategies and initiatives
• Identifies opportunities for improvement and innovation in the customer journey.
• Assists with the training and education of the staff on customer-centric approaches and best practices to foster a customer-focused culture. 
• Identifies opportunities to improve customer support processes and procedures, contributing to increased efficiency, responsiveness, and customer satisfaction. 
• Helps create and maintain resources to ensure the team has the information they need to be able to deliver exceptional service for our Notary Connect Pro customers.

Cross-Functional Collaboration:

• Collaborates with cross-functional teams to improve customer satisfaction and loyalty.
• Works closely with our technical teams on new feature development and product enhancements that can improve the experience for our team and for our customers. Helps obtain any data required to justify requests.
• Collaborates with stakeholders to understand their needs and priorities. 
• Represents Operations on customer and prospect calls as needed 

Customer Insights:

• Analyzes customer data and feedback to identify areas for improvement and drive strategic decisions. 
• Monitors and measures key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, provides regular reports and insights to senior management and stakeholders.
• Gathers and documents customer feedback and insights from all channels, sharing them with relevant teams to drive product and service improvements. Uses insights to make data-driven decisions.

Behaviors/Attributes for ADA and employee relations purposes. 

• Ex: Maintain regular and punctual attendance
• Work cooperatively with others
• Work in a remote (quiet environment)
• Have a functioning high-speed internet connection
• Comply with all company policies and procedures

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent (Bachelor's degree preferred).
• Exceptional communication, presentation skills and interpersonal abilities.
• Proven experience in customer service or a related field. Has a natural willingness to help others, has a customer centric mindset.
• Analytical with the ability to derive insights from customer data.
• Creative and strong problem-solving skills.
• Ability to work collaboratively in a cross-functional team environment.
• Ability to handle challenging customer interactions with professionalism and empathy. Stays positive when things get challenging.
• Detail-oriented and organized, has a strong bias for action.
• High emotional intelligence, and adaptability.
• Proven success in a highly autonomous role.

Preferred Qualifications (Knowledge, Skills, and Abilities)

• Bachelor's degree in business, marketing, or a related field 
• Experience with customer relationship management (CRM) systems.
• Willingness to work flexible hours, including weekends and evenings, if required.

If you are located in the SF Bay Area, NYC, or Seattle Metro area, the target starting hourly rate for this role is $23.74 per hour. For all other locations, the target starting hourly rate is $20.77 per hour. Individual pay is based on the successful candidate’s experience and qualifications.