6 дней назад
Customer Experience Assistant Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Experience Assistant Manager (Customer Support/Workforce Management): Leading supervisors and optimizing customer support operations across email, chat, and phone with an accent on staffing forecasts, service-level performance, and customer retention. Focus on analyzing operational data, managing seasonal demand, improving CSAT and reducing churn, and coordinating hybrid operations in Buenos Aires.
Location: Buenos Aires, Argentina. Hybrid model with mainly remote work and on-demand office attendance. Working schedule: Monday to Friday, 2 PM to 10 PM EST, with availability to supervise one weekend per month and work on Argentinian public holidays.
Company
is a chef-focused food marketplace delivering fresh, ready-to-eat meals and expanding beyond delivery.
What you will do
- Oversee 4–6 supervisors and support team development, productivity, performance evaluations, and coaching.
- Forecast staffing needs, maintain workforce management tools and schedules, and adjust real-time workforce allocation.
- Manage daily customer experience operations across email, chat, and phone while maintaining service levels and productivity targets.
- Analyze contact reasons, inbound trends, staffing data, and operational reports to recommend corrective actions.
- Improve customer retention and reduce churn while supporting a CSAT target of 85% or higher.
- Coordinate hiring, onboarding, training, performance improvement plans, and operational readiness for seasonal demand spikes.
Requirements
- Outstanding English proficiency in oral and written communication.
- At least 5 years of experience in customer support management with a record of meeting or exceeding SLAs, CSAT, and retention KPIs.
- Experience managing teams, workforce planning, talent development, and Performance Improvement Plans.
- Strong data analysis skills with Excel or Google Sheets and Tableau experience.
- Customer-centric approach and commitment to improving service quality.
- Availability for the specified EST schedule, one supervised weekend per month, Argentinian public holidays, and on-demand office attendance in Buenos Aires.
Nice to have
- Experience with forecasting, scheduling, and real-time workforce management.
- Experience tracking and reporting operational metrics and translating data into actionable insights.
- Knowledge of nutritional information and fine dining.
Culture & Benefits
- Remote-first hybrid work model with on-demand office attendance.
- Payment in USD.
- 15 days of vacation from the start date, paid family leave, and compassionate leave.
- Monthly healthcare stipend and customizable wellness, learning, and lifestyle benefits.
- Four-week paid sabbatical after five years with .
- AI-forward workplace with enterprise access to ChatGPT and Claude, plus a personalized English coach.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →