Head of Customer Experience (Remote)

AnywhereOperations – Customer Experience /Remote - Independent Contractor/ Remote

👋 About Us 

At The/Studio, our vision is to empower individuals, regardless of their expertise, to unleash their creativity and bring their unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products that not only exceed expectations but also provide a seamless and awe-inspiring experience via our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their true passions, driving them towards remarkable success and fulfillment. Together, we turn dreams into tangible realities and shape a world where creativity knows no bounds.

Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a fully remote working platform so that we can attract the world’s best talent. 

All roles at The/Studio are 100% remote from anywhere in the world, as long as you have all your tools, and a fast, stable internet connection! 

The Role

We are seeking a dynamic and customer-focused leader to join our team as the Head of Customer Experience. We are a tech forward custom manufacturing business, and this role will manage the entire customer journey from working with engineering on the initial customer experience, working with marketing to ensure we are speaking to the customer in a way that optimizes their experience, to design, to working with sales, and supply chain team to ensure that the customer receives the perfect experience. We are looking for a leader that is data focused, deeply understands call center metrics, and has experience managing remote teams. 

What You'll Do:

• Lead Call Center Operations: Oversee end-to-end call center operations ensuring efficiency, quality, and scalability.
• Leverage AI Integration: Champion the utilization and integration of AI to optimize call center operations and improve overall team performance.
• Strategize for D2C Brands: Develop and implement strategies tailored to support e-commerce and direct-to-consumer brands effectively.
• Monitor & Enhance Key Metrics: Deeply understand and regularly review call center metrics to devise strategies for improvement.
• CRM Expertise: Stay updated with the latest CRM technologies in the market and ensure their effective utilization for better customer relationships.
• Telephony Software Management: Oversee and optimize the use of telephony software to ensure efficient communication channels.
• Process Optimization: Regularly review and refine processes to ensure a seamless customer experience, ensuring best-in-class standards.
• Team Leadership: Guide, train, and motivate the customer experience team, fostering a culture of customer-first thinking.

About You:

• Proven experience managing remote call centers.
• Strong belief in the potential of AI and its ability to revolutionize customer experience.
• Prior experience in supporting e-commerce platforms, with a special focus on direct-to-consumer brands.
• Deep understanding of call center metrics and strategies to influence them positively.
• Natural inclination towards customer-centric approaches and strategies.
• Proficiency in various CRM systems available in the market.
• Knowledge of telephony software and its integration in call center operations.
• Strong process-driven mindset with an emphasis on continuous improvement.
• Exceptional communication, leadership, and organizational skills.
• Passion for creating a benchmark customer experience.

💡 The/Studio’s Company Values

👏 Intellectually curious - possesses a natural disposition and comfort to ask questions, challenge the status quo, and a desire to ‘get to the bottom of things’ if they see something not quite right

👏 Self-motivated with a meaningful reason to deliver excellence

👏 Good communication skills that enhance collaboration, minimize misunderstandings, and at a frequency that is appropriate for a remote team

👏 Radical candor - Coachable, accepting of constructive negative feedback and willing to provide constructive negative feedback where applicable

👏 Operates with a level of urgency - values immediate action where prudent, enables quick decision-making, swift problem-solving, and seizing opportunities in a dynamic business environment

👏 Natural customer centricity - has an affinity to always start their train of thought or analysis with the customer’s perspective, bias towards talking to the customer to understand them

👏 Results-driven - focuses on achieving and exceeding measurable objectives

🔎 Our Typical Hiring Process

✔️ Submit an application. IMPORTANT: Please submit your resume/CV in English

✔️ Initial Chat with Global Recruiter

✔️ Hiring Manager Interview

✔️ Assessment/Case Study - if applicable

✔️ Final Interview

Note that every role is different, so the process may vary depending on the requirements of the role. Regardless of the result, we always inform candidates via email.

At The/Studio, we know that our Company's strength lies in the diversity of our team. The/Studio is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal opportunities for all applicants and individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation.