Head of Customer Service
Description
Whizz is an NYC-based mobility company on a mission to help the fast-growing and underserved segment of gig workers acquire and use expensive electric vehicles to boost their profits when traditional financing is not an option. We believe that everyone deserves the opportunity to access reliable and convenient mobility solutions, regardless of their financial or credit history. That's why we offer a range of vehicle ownership and financing options that are designed to democratize access and drive success for our customers. Our ultimate goal is to make transportation for delivery drivers as seamless and hassle-free as possible, so they can focus on what matters most: delivering top-quality service to their customers.
Why we’re seeking the Head of Customer Service:
As Whizz continues to grow, we are searching for an experienced Head of Customer Service to become a part of our team. In this vital position, you will oversee a team of remote customer service representatives, working to ensure our customers receive exceptional service. If you are a seasoned professional with a passion for delivering top-notch customer service, as well as experience in managing teams in a dynamic environment, we invite you to apply for this role.
Responsibilities
- Develop and implement strategies to improve customer service, including sales and support functions.
- Optimize the customer journey to ensure a seamless and positive experience at every touchpoint.
- Develop and implement strategies to improve customer retention and conversion rates.
- Develop and implement strategies to reduce relative expenditures on customer service per subscription, while maintaining or improving the quality of service.
- Automate business processes in the customer service function to improve efficiency and reduce costs.
- Collaborate with cross-functional teams, including IT, marketing, collection, and operations, to ensure alignment with the overall business strategy.
- Analyze customer data to identify opportunities for improvement and make data-driven decisions.
- Lead and mentor a team of customer service professionals to ensure high-quality service delivery.
- Develop and implement KPIs for the customer service team that align with company objectives and drive continuous improvement in the customer service function.
Requirements
- Substantial experience in managing customer service, preferably in a leadership position.
- Proven skills in building and managing sales funnels, as well as automating customer support processes.
- Advanced knowledge of sales and lead management, including lead nurturing and conversion.
- Proficiency in CRM, omnichannel chat, and phone call software usage and optimization, with a focus on enhancing customer experience.
- Experience in handling and utilizing multiple communication channels such as chat, call, email, and social media to engage customers.
- Excellent communication skills in English; fluency in Spanish is a significant advantage.
- The ability to work on the EST time zone schedule.
In addition to these requirements, the ideal candidate should have a customer-centric mindset, strong leadership skills, the ability to collaborate with cross-functional teams, and a passion for driving continuous improvement in customer service operations.
What we offer
- $2500/month base salary plus up to $500/month performance bonus.
- The opportunity to work remotely.
- Ongoing professional development and training opportunities to further advance your customer service skills and career growth.
- Opportunity to work in a dynamic and innovative startup alongside highly skilled professionals.
We are committed to providing our employees with the resources and support they need to succeed in their roles, and we strive to foster a positive and inclusive work culture that values diversity, creativity, and collaboration. We do not discriminate against anyone on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. Join our team and help us revolutionize the delivery industry with sustainable and accessible last-mile transportation solutions.
Contact: To apply for the position, please send your CV to hr@getwhizz.com (Olha)