Lead Customer Experience at Fittes

Take charge of customer satisfaction as the Lead Customer Experience age B2C and B2B channels while leveraging data from AI tools to drive improvements in service.

Your role encompasses steering the customer experience process regarding both direct interactions and product feedback. With expertise in Gorgias and Shopify, you will implement efficient systems while supporting daily operations. Your insights will shape organizational practices, ensuring that customer needs are met with exceptional communication and resolution strategies.

Key Responsibilities:

• Manage daily CX operations across various communication channels

• Create SOPs for returns and order management

• Build dashboards to convert feedback into actionable insights

• Liaise with warehouses to address fulfillment issues

• Facilitate quality assurance for a growing CX team

Requirements:

• 3-5 years in customer service or support roles

• Proficient in Gorgias and intermediate in Shopify

• Experienced in simplifying processes

• Grounded knowledge of AI tools for CX

• Strong ability to communicate proactively

Lead customer experience initiatives at Fittes with a focus on process and improvement.
#J-18808-Ljbffr