Manager, Customer Experience
At Slack, we consider Customer Experience essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.
As a Customer Experience Manager for Slack, your goal is to make our customers successful and to inspire your team to go the distance to delight them. This role requires strong leadership, time-management, and communication skills. Not only will you be directly responsible for keeping Slack’s customers happy and productive, you will have a team of talented individuals looking for your guidance to help them reach their goals and grow in their careers. You will communicate openly and regularly with your team members about their performance, aspirations, and well-being. Your exemplary character, passion, and understanding of what it takes to provide customers with the best experience possible will allow you to encourage positive interactions with our users and inspire your team. You will implement solutions to inefficient processes and workflows, and contribute to meeting organisational goals. You will assist in interviewing, training and onboarding of new hires and serve as a point of contact for any issues affecting your team.
What you will be doing
- Provide personalised and proactive support to agents and our global customers.
- Motivate and empower your entire team to reach their goals.
- Inspire confidence by setting direction, displaying integrity, and moving toward team goals.
- Work with the regional management teams to forecast, hire, retain, and support a global team that loves coming to work each day.
- Develop relationships across the entire organisation at Slack to advocate for the best customer experience possible.
- Manage change effectively using strategies that honour the mission and culture of the Global Customer Experience Team.
- Monitor and drive key metrics that ensure the quality of our service.
What you should have
- Solid leadership experience and an understanding of the dynamics involved in team leadership.
- You have a genuine interest in the happiness, well-being, and success of everyone on your team — you feel fulfilled when they are reaching their fullest potential.
- You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
- Prior experience doing customer support for a web application and you know how to do it well — you know that every bit of work you do makes a real difference in making a customer happy.
- You have an understanding of the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not intimidated by the technology.
- You are skilled at explaining technical problems succinctly and clearly.
- You are a strong, confident, and exacting writer.
- College degree or equivalent professional experience.
- You can work with us in our office in Melbourne.
Slack is a layer of the business technology stack that brings together people, data, and applications – a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work. From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information. Slack is headquartered in San Francisco, CA and has ten offices around the world. For more information on how Slack makes teams better connected, visit slack.com.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Come do the best work of your life here at Slack.