4 Point Consulting is working with Zebra to recruit a Head of Customer Experience to join their team.
Zebra is the world’s only micro-mobility moped subscription solution. Today the world conducts 85% of trips under 15 miles, however, the current methods of transportation are dated and flawed. Zebra solves this problem. We connect users with affordable, clean transportation, and allow for shared micro-mobility networks across cities. Zebra’s moped subscription offering provides added value over gas vehicles by driving down costs, increasing efficiency and delivering eco-friendly methods of commuting.
About The Role
Zebra is growing quickly, and we are looking for a Head of Customer Experience to help scale our business. Zebra is well-funded and looking to grow rapidly into several new markets in 2020 (beyond San Diego, Phoenix, and Sacramento). This role will be key to ensuring that Zebra can support its customers successfully.
Reporting into the Chief Operating Officer, you’ll work closely with the Head of Growth, Operations team, Marketing team, and the broader Zebra organization.
We are looking for a highly motivated customer experience leader with an engaging personality who thrives in a collaborative team environment and is passionate about developing the customer experience team, growing the business and expanding into new markets, and making sure our customers are happy. We have an opportunity to deepen the Zebra community in new markets across the country and want an experienced leader to grow the customer experience team and improve current processes.
Who You Are
Constantly diving into the data and figuring out the best way to improve a process
Calm under pressure and go above and beyond to make every customer a happy one
Someone who takes initiative on projects and thrives in a high growth environment where you can test new ideas to improve CX
Excited to build from the ground up and manage a team of customer experience associates and help your team grow and develop their CX skills
A systems thinker with strong project management skills who thrives on meeting company growth targets
What You'll Do
Be responsible for all customer experience teams within the US, including establishing metrics for the CX team and setting team performance standards
Build, mentor, and train a distributed/semi-remote customer experience team across the US including recruiting up to 20 CX associate in the next 2 years
Improve customer retention and satisfaction metrics by identifying gaps in processes, troubleshooting issues, and creatively finding new solutions to improve our service
Dive into the CX data and share strategic customer insights with the Head of Growth, Product, Operations, and senior leadership to drive changes in internal strategy and ensure the success of Zebra
Review the customer onboarding process and bring innovative solutions to ensure that customers are successfully onboarded
Work closely with the product team to build best practices and communicate potential issues and recommend fixes as they arise
Create a Customer Experience plan/playbook that could be used to scale globally, train our growing team, and be implemented regionally as we expand into new markets
What You'll Need
5-7 years of customer success, customer support, or account management experience
3+ years of team management experience, a huge plus if you’ve managed a remote/global field operations team
A strong track record of resolving customer issues
The ability to adapt, and grow quickly as we create a best-in-class Zebra product for our customer base
A history of meeting and exceeding customer experience goals measure through KPIs, revenue targets, and overall company goals
Excellent communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer and team needs