Executive Director, Customer Experience

4 weeks ago

Vancouver, British Columbia, Canada Thinkific Full time

Executive Director, Customer Experience

About the Role

Thinkific is a leading software platform that empowers educators and businesses to create and sell online courses, build communities, and monetize memberships. We are seeking an experienced Executive Director, Customer Experience to lead our Customer Support Team in delivering exceptional customer experiences.

Key Responsibilities

  • Develop and execute a customer experience strategy aligned with Thinkific's priorities
  • Provide leadership and mentorship to foster a culture of excellence within the Customer Support Team
  • Collaborate with cross-functional teams to drive customer success and growth
  • Monitor performance metrics and drive continuous improvement
  • Advocate for customer needs across all departments

Requirements

  • 6+ years in customer-facing roles, 3+ years in a senior leadership position within SaaS
  • Experience in building and scaling Customer Support teams
  • Vendor management expertise, including offshore team management
  • Passion for leveraging AI and technology for customer success
  • Strong leadership, analytical, and problem-solving skills
  • Excellent communication and relationship-building abilities

Preferred Qualifications

  • Experience with analytics tools like Looker, Mode, and Zendesk Explore
  • Strong attention to detail and ability to perform under pressure
  • Interview facilitation skills
  • Familiarity with Zendesk and Zendesk Explore

What We Offer

  • A competitive compensation package and benefits
  • Flexible Paid Time Off and comprehensive health benefits
  • Opportunities for learning, growth, and a supportive work environment
  • A welcoming environment valuing diverse perspectives and backgrounds

About Thinkific

  • A leading software platform empowering educators and businesses
  • A talented team of over 260 Thinkers dedicated to impactful and innovative work
  • A commitment to diversity, equity, inclusion, and accessibility

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