Roles for the Head Of Community Job
Own the over Sendy customer service process, guaranteeing clients a Simple, Transparent, and User-Focused customer experience.
Define and optimize customer lifecycle, tracking the success of the program and enhancing the product, process and experience as necessary.
Understand customer complains and work with Tech team and Operations team to implement long-term solutions to prevent recurring customer issues.
Develop automated systems, procedures, policies and standards.
Analyze statistics and compile accurate reports.
Manage the team to deliver on and monitor Community KPIs
Lead, develop, engage, manage, mentor, and train your team to maximize performance and potential.
Develop and implement a customer service policy for a company cross borders.
Provide a compelling vision to keep Sendy’s focus on Customer Relationship Management strategically, tactically and in real time.
Ensure effective execution of complaint root cause analysis and work with other business areas to implement improvements and controls.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Head Of Community Job Requirements
5+ years experience developing and delivering on customer experience strategies and management
Understanding of startup speed and working environment.
Prior experience managing cross-functional teams.
Problem-solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
You are an excellent and influential communicator and use data to reinforce your positions and decisions
Calmness in the face of a storm.
Motivate a team under pressure, with challenging timelines and targets.Capable of delivering against Investor KPIs and ownership of P&L.
Highly competitive and have a unique drive to win.
Hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher-level thinking. You thrive in a fast-paced environment.
Understanding of startup speed and working environment.
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