Blink, a leader in home security solutions, is looking for an experienced Senior Manager of Customer Service to lead our Customer Success team. This role is central to driving exceptional customer experiences, improving operational efficiency, and ensuring customer satisfaction with Blink’s products and services.
- Location: Remote (US-Anywhere)
- Experience: No Experience Required
- Salary Range: $2500-3000/- Per Month
- Deadline: 30th of December 2024
Key Responsibilities
- Lead and execute customer service strategies to deliver seamless, high-quality support.
- Partner with Product, Engineering, and other teams to advocate for customer needs and improve product experience.
- Use data to optimize processes and drive continuous improvement in service delivery.
- Build and lead a high-performing team of technical customer service professionals.
- Measure and report on customer success KPIs, including CSAT, NPS, and CES.
- Foster a culture of innovation, customer obsession, and results-oriented leadership.
- Implement AI and other technologies to enhance customer service workflows.
Qualifications
Basic:
- 10+ years managing contact centre technical support teams for consumer products.
- 10+ years managing customer success teams in a tech or consumer product environment.
- Expertise in CSAT methodologies (CSAT, NPS, CES) and customer success best practices.
- Proficient in Salesforce Service Cloud, Excel/Tableau, and CSAT tools like Survey Monkey.
- Strong communication and leadership skills, with experience influencing and collaborating across all levels.
Preferred:
- Fluency in Spanish (both verbal and written).
- Proven leadership in team-building and process design to improve customer experience.
- Ability to adapt in a fast-paced, dynamic work environment.
Why Blink?
At Blink, we’re passionate about providing affordable and reliable home security solutions. As the Senior Manager of Customer Success, you’ll play a key role in ensuring that our customers receive exceptional support and service, contributing directly to Blink’s mission of protecting homes and loved ones.
Amazon’s Commitment to Diversity and Inclusion
Amazon is an equal-opportunity employer. We welcome applicants of all backgrounds and abilities. If you require accommodations during the application process, visit Amazon’s accessibility page for more details.
