Head of Customer Experience - London, United Kingdom - NYM

Description

We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.

• CX strategy_
• Develop and implement a customer experience strategy for our entire range of products, esp. NymVPN, Node Operators tools/binaries and Wallet.
• Devise and execute strategies to maximise our products' Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, and minimise response times
• Identify areas for process improvement and efficiency in customer support workflows
• Selfservice support_
• Together with the Development and Product teams, and based on datadriven insights, steer and grow selfservice support resources, including FAQs, tutorials, Developer portal / Operator guide and other content
• Multichannel support_
• Define and set up detailed CX processes, support policies, tone of voice
• Where needed, set up relevant CX tools and platforms
• Ensure timely and efficient responses to customer inquiries on all platforms
• Handle technical and operational support issues, including but not limited to reimbursement requests, GDPR data inquiries, etc.
• Collaborate with the Development and Product teams to troubleshoot and resolve complex user issues
• Feedback synthesis_
• Gather, analyse, and synthesize user feedback from multiple sources
• Collaborate closely with Product and Development teams to relay valuable insights and contribute to product improvement
• Team collaboration
• Collaborate with Nym teams, including Community, Development, Marketing and Product, to align customer experience efforts with company goals
• Provide training and support to internal teams on userrelated matters

• Proven experience in a Customer Experience or Customer Support role, preferably in a techrelated industry
• Familiarity with VPN technologies, privacyenhancing tools and decentralized systems is a plus
• Exceptional communication and interpersonal skills
• Strong problemsolving abilities and attention to detail
• Experience with customer support tools and platforms
• Ability to thrive in a fastpaced, dynamic startup environment

• A diverse and collaborative team of 50+, interested in learning and solving problems together
• 6 Weeks annual leave
• Yearly learning and development allowance
• IT hardware package tailored to your role
• Remote working (with a bias towards being able to do inperson meetups periodically)
• A competitive salary