Head Of Customer Experience

We are seeking an experienced and dynamic Head of Customer Experience to lead and shape our customer support & experience department.

In this role, you will be responsible for managing team leaders and overseeing various operational aspects of our customer service department including working with outsource

As Head of Customer Experience, you will play a central role in shaping and driving our customer service excellence. This Complex leadership position involves managing team leaders and overseeing various operational aspects of our customer service department, including in-house operations and outsourced partnerships

At morning, Customer Experience goes beyond support - it is a core pillar of our brand. Our CX team plays a vital role in assisting customers through challenges in their digital journey while ensuring satisfaction, driving retention, and supporting brand growth. By leveraging insights from user interactions, we actively drive product improvements and innovation to deliver lasting value and a sense of protection for our customers.

You will:

• Lead, mentor, and develop high-performing teams of Customer Experience Specialists.
• Utilize technology and data insights to deliver exceptional outcomes while scaling operations efficiently.
• Define, monitor, and act on key CX metrics to drive continuous improvement and ensure our CX team remains one of our most cherished brand assets.
• Build and launch new CX operations to address evolving product offerings and diverse customer segments.
• Deeply understand customer needs and advocate for them, identifying opportunities to enhance satisfaction, retention, and growth.
• Be a hands-on leader, guiding the team through complex customer scenarios and fostering a solutions-oriented culture.

• 5+ years of experience managing call center operations, with at least 2 team leads and an operation then more than 30 agents. 
• Experience in managing a complex customer experience operation that includes In-house / Outsourced service providers.
• A proven track record of leveraging technology, tools, data, and processes to scale operations while maintaining outstanding customer experiences.
• A deep understanding of customer behavior, expectations, and satisfaction drivers, paired with a passion for service and continuous improvement.
• Demonstrated success in leading KPI-driven teams, driving customer satisfaction, retention, and upselling opportunities.
• Strong problem-solving skills and the ability to translate customer feedback into actionable product improvements.
• Experience in building new operations, particularly call centers, from the ground up is highly desirable.
• A background in startups and a track record of thriving in fast-paced, dynamic environments.