Head of Customer Care and User Happiness - Remote

Talkpush; Ciudad de México; A distancia; USD 35,000 - 70,000; Jornada completa

Descripción de la vacante

A leading automation software company is looking for a Service Desk Manager to lead a customer support team. This role requires a proactive approach to improving user experiences and collaborating with various teams. Candidates should have strong leadership experience, operational savvy, and a passion for enhancing product experiences.

Formación

• 6+ years in technical operations or customer support, preferably in leadership roles.
• Operationally savvy and good at prioritization.
• Ability to communicate effectively with technical teams.

Responsabilidades

• Manage a small distributed customer support team.
• Analyze product issues and drive improvements based on user feedback.
• Create training materials for Talkpush Academy.

Conocimientos

Problem-solving

Communication

Customer satisfaction

Team leadership

Analytical skills

Educación

6+ years in technical operations or customer support

Experience with ticket management systems

Agile/Scrum familiarity

Herramientas

Intercom

Zendesk

Descripción del empleo

WE ARE HIRING.

Talkpush is hiring sales professionals, product managers, marketers, and developers to join its team. Most positions are based in our offices around the globe: San Francisco, India, Philippines, Costa Rica, Mexico, and Hong Kong. We welcome intelligent and ideological candidates interested in transforming the recruitment industry to apply. You can chat with us on our website or Facebook page.

Read more about the Talkpush culture here.

DON'T APPLY FOR A JOB AT TALKPUSH IF THIS IS YOU

Recruitment is a well-established industry, but we're aiming to revolutionize it through automation. We need passionate individuals who prefer honesty over quick fixes. This role is dynamic and challenging, requiring a proactive approach to problem-solving and innovation.

If you tend to flatter your superiors, avoid standing by your ideas under pressure, or prefer predictable change, this may not be the right fit. However, if you're obsessed with solving problems, eager for international collaboration, and committed to improving candidate experiences, you'll find our environment stimulating and rewarding.

The role involves managing a Service Desk team that interacts daily with Talkpush users, aiming to convert detractors into promoters through training, support, and continuous user experience improvements.

Talkpush is a leading automation software for high-volume recruitment, working with major brands like McDonald's, Adecco, and Accenture to enhance their recruiting processes.

If You

• Care about customer satisfaction and enjoy educating users about our technology
• Build processes and create documentation for user onboarding and self-service
• Configure new systems like intranets, communities, and automated assistants
• Enjoy collaborating with engineers and business teams
• Lead and motivate your team effectively
• Are comfortable debating and discussing ideas with strong-minded individuals

… then you might be the person we're looking for!

Roles & Responsibilities

• Manage a small (3) distributed customer support team
• Analyze product issues and user feedback to drive improvements
• Handle user tickets, feature requests, bugs, and access permissions
• Prioritize fixes and contribute to product roadmap planning
• Communicate product updates to users
• Create training materials and educational content for Talkpush Academy
• Find innovative ways to advocate for users
• Collaborate with sales, product, and customer success teams as a technical consultant

Qualifications & Experience

• 6+ years in technical operations, customer support, or related leadership roles
• Passionate about delivering excellent product experiences
• Operationally savvy with strong prioritization skills
• Proven teamwork across various departments
• Ability to communicate effectively with executives and technical teams
• Excellent problem-solving and analytical skills
• Experience with ticket management systems (e.g., Intercom, Zendesk)
• Knowledge of SQL, CRM, BI, and analytics is preferred
• Familiarity with Agile/Scrum processes
• Experience in international operations and product launches
• Startup experience, especially in transitioning from early stage to maturity, is a plus