Senior Customer Experience Manager - Cape Town, South Africa - Passion

Description

's goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. We are an international remote team of 50 people, supporting 8,000+ Creators and 700k+ end-users from all over the world.

We have an exciting opportunity for a Customer Experience Manager to join our team. If you are an experienced professional with 2-3 years' experience in leading multi-faceted CS teams and able to develop my Squad's OKRs - we would love to meet you


Requirements:

What you'll bring to the team

• Experience leading multifaceted CS teams (not just support)
• Saas Direct experience of more than 2 years
• Leading globally distributed remote teams
• Data led/driven
• OKR framework experience
• Strong leadership/collaboration
• Positive Problem solver
• Fluent in English

!! If you have experience in any of the below areas, that would be highly beneficial:

• Consultancy background
• Doing similar today/in the past
• Experience leading Self serve, proactive retention across the lifecycle and support in a 1:1 and 1:many fashion
• Experience with creator market
• Experience building or leading automations
• Change and program manager mindset

What you'll be working on

• Squad OKR development
• Establishing the right leading metrics/KPIs to measure OKR and initiative progress against target
• Monitoring results and data actively, pivoting when needed
• Strong collaboration across CS and other squads
• Ensuring each sub team or pod is delivering, supported and empowered, clearing roadblock

Benefits
What we offer you

• Work from anywhere and full flexibility. Biannual international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece. An autonomous/entrepreneurial work style where your success is measured by results (not time). The steepest learning curve you've ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books. An open, honest, creative, and resultsdriven environment where your opinion is highly valued. Flexible equipment policy with a budget that renews every year.
• Coworking policy: If you prefer to work from a coworking space, we'll help pay for it. 24 days of paid vacation plus 10 days of "Celebration Leave" that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in).
• Paid parental leave: We offer a generous period of fully paid parental leave.