Job Description
Role Objective
Strengthen the CS team’s quality, consistency, and scalability by auditing customer interactions, identifying friction points, and improving response frameworks. The role supports both the CS leader and leadership team to prepare the support operation for high-volume sales periods.
Key Responsibilities
1. Ticket Quality & Messaging Audit
- Review a sample of CS tickets weekly to evaluate:
- Tone, empathy, and clarity
- Policy explanation and positioning
- Escalation judgment
- Provide structured feedback to improve consistency across agents.
2. Customer Friction & Insight Analysis
- Identify recurring issues, confusion, or complaints from customers.
- Highlight trends that cause repetitive tickets and recommend solutions to reduce friction.
3. Response Efficiency Optimization
- Analyze conversations to identify:
- Over-explanation
- Unnecessary back-and-forth
- Slow resolution patterns
- Recommend improvements to response structure, templates, and workflows.
4. Process & SOP Improvements
- Review existing CS processes and documentation.
- Recommend improvements to:
- Response frameworks
- Escalation guidelines
- Knowledge base and SOP clarity.
5. Systems & Automation Review
- Evaluate current tools and workflows and suggest potential improvements, including automation or AI tools that can enhance productivity and insight tracking.
- Collaboration & Alignment
CS Team Alignment
- 1–2 working sessions per week with the CS team
- Review findings/ bottlenecks, align on best practices, and improve response frameworks
Leadership Alignment
- Regular call with leadership every 1 or 2 weeks to share insights, risks, and improvement opportunities
- Support preparation of CS operations for high-volume seasons with multi-million-dollar monthly sales
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