CX Quality Manager

Summary

The CX Quality team helps the Chatdesk Experts deliver amazing customer experiences. You will use your performance management skills to troubleshoot quality issues and design and roll out quality assessment programs for the Chatdesk Expert community. You will learn about companies across many different industries and you will get hands on operating experience in a fast growing company. Based on performance, there will be opportunities to hire and build a team and grow your leadership.

Your impact

  • Review the quality of customer service responses
  • Design quality assessment programs
  • Roll out tools to streamline the workflow of Chatdesk Experts
  • Investigate negative quality reports, document issues and rollout preventative programs
  • Provide leadership and decision making for escalated issues
  • Collaborate with management and engineering teams for technical troubleshooting

Our values

  1. Honesty and transparency
  2. Hardwork
  3. Always learning and improving
  4. Empathy

Requirements

  • Cultural fit with our values
  • Excellent written and verbal communication skills
  • Attention to detail
  • Motivated to help Chatdesk Experts, our clients and their companies be even more successful
  • Enjoy learning about different companies and understanding their business
  • Comfortable working in a fast-paced, frequently changing and evolving environment
  • Scrappy and positive team player
  • Strong judgement, logic and decision making abilities
  • Last and certainly not least, lover of customer experience!

Preferred but not required

  • Previous experience in customer service
  • Management / supervisor experience
  • Experience with major helpdesk tools (e.g. Zendesk, Gorgias, Kustomer, Freshdesk) and E-Commerce platforms (e.g. Shopify)

Perks

  • Competitive salary
  • Stock options

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