Global Head of Customer Experience
MPB, United Kingdom
Job Description
We are MPB, the world's leading marketplace for photographers amp; videographers.
Reaching a new phase of growth we are proud to be expanding our Location team. If you are a quick learner with a passion for photography and/or videography who is keen to work in an exciting, fast paced and friendly office environment then we would love to hear from you!
We recognise the benefit of inclusive practices to better build a diverse community here at MPB.
Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of content creators across photography amp; videography that we serve.
MPB customers come from all walks of life and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age.
If you share our values and enthusiasm for inclusive, exciting, fast paced businesses you will find a home at MPB.
With an ever expanding team of 200+ people in Brighton UK, offices in Brooklyn’s Industry City, and now Berlin! MPB is looking for an experienced Role Title to join an energetic company of like-minded people where every employee has the opportunity to make an impact and grow.
We are looking to hire a seasoned manager to lead our Customer Experience teams globally. MPB’s Customer Experience teams supporting platforms across the US,UK, Germany, France and the rest of Europe is our customer-obsessed foundation; we put customers first in every aspect of the customer interaction and we pride ourselves on maintaining the highest standards of Customer Experience. We are looking for an experienced candidate to drive excellent customer experiences through our Support channels. This person will help us take these teams to new heights and develop the process, structure, and team development that will enable us to continue to scale.
Requirements
- Lead and manage the Customer Experience team, delivering exceptional service to our customers around the world.
- Coach an existing team of Customer Experience specialists (based in several locations globally) and managers by providing them with direction, support and motivation.
- Drive continuous improvement processes across all of your teams
- Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve our ability to respond to customer needs.
- Drive the vision for the future of Customer Experience at MPB, and introduce innovative ways to support our customers with the goal of achieving the highest standards in customer satisfaction.
- Provide solutions-oriented support to our customers and optimize the customer experience by liaising with the internal teams to identify opportunities that continually improve the customer experience.
- Set and maintain impeccable service and clienteling standards consistently
- Work with the team to establish Key Performance Indicators (KPIs) that help measure performance, identify gaps, effectively create a best in class customer Experience solution for our customers and report KPIs consistently to leadership.
- Ensure high functioning Customer Experience team and a best-class customer experience
- Introduce new Customer Experience channels, such as live chat.
- Be the Voice of the Customer to the Product Development team to ensure we continue to evolve as a platform in a way that aligns with the goals of our customers and drives long term resolutions.
- Maintain and advise on best practices for Intercom within our customer service department.
Essential Skills
- You have 10+ years experience in a Customer Support role, ideally in a B2C environment.
- 3+ years of experience directly managing a global support team
- Proven track record of success in building large teams and maintaining SLA
- Strong process improvement skills with a focus on operational excellence
- Emotionally intelligent and humble leader; excellent listener
- You lead by example, and you are not afraid to roll up your sleeves and do the work
- Deep familiarity and strong philosophy regarding customer service standards
- Experience managing well in fast-paced, high-growth environments
- Experience with Intercom or similar customer Experience platforms for service tickets, chat, phone and knowledge base.
- You are obsessed with customer satisfaction and have a willingness to go the extra mile for our customers
- You are a visionary, who can see the big picture and do whatever it takes to implement it
- Excellent oral and written communication skills
- An interest in photography and/or videography is a helpful start in the Role team, but we do welcome those with less knowledge of our mar