Director of Customer Experience Optimization

2 weeks ago


Cambridge, Ontario, Canada Lone Wolf Real Estate Technologies Inc Full time

We are seeking a highly skilled Director of Customer Experience Optimization to lead our customer support team at Lone Wolf Real Estate Technologies Inc. The ideal candidate will have 5-10 years of experience in customer support and at least 3 years of experience as a team lead or Senior Customer Support Representative.

The successful candidate will be responsible for managing all aspects of direct staff, including onboarding, performance, merit, warnings, development, and recruitment. They will also be expected to analyze and interpret call center reports, manage resources to meet team KPIs, and maintain a good professional relationship with cross-departmental teams.

In this role, the Director of Customer Experience Optimization will be responsible for evaluating processes for continuous improvement and coordinating efforts to enhance the process. They will also be required to manage escalations from internal and external sources, communicate key challenges, priorities, staff changes, or requirements to their leader in a timely manner.

The ideal candidate will possess advanced analytical skills, coaching, development, and listening skills. A postgraduate education is preferred but not required. Experience working in a SaaS-type company and previous experience managing a downline with multiple Team Leads and multiple products are also preferred but not required.

This full-time position comes with an estimated salary range of $85,000 - $110,000 per year, depending on location and experience. Benefits include health insurance, retirement plans, paid time off, and opportunities for career growth and professional development.



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