Customer Experience

Customer Experience Manager

Work Type: Full Time
At Thndr we believe that investing should be easy and accessible to everyone. We started our journey to democratize investment in the region by removing commissions, account opening minimums, and launching an intuitive platform with a focus on education. This way investing opportunities can be attainable to all, no matter their income level or expertise.

About the role

We're looking for someone to manage a team of Customer Experience Supervisors. This person will be responsible for coaching & mentoring their team, as well as leading on workforce planning. 

What you’ll do day-to-day: 

  • Helping develop & execute the customer experience strategy 

  • Partnering with Product, Engineering and other key stakeholders to share critical customer feedback

  • Coaching and mentoring your team of CX Supervisors, overseeing their professional development and helping them achieve top metrics and high quality standards

  • Working with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and make creative recommendations for these to be eliminated by the relevant teams

  • Handling severe customer escalations from your team

  • Leading the strategic direction of our workforce with a focus on forecasting and capacity planning to deliver best in class SLAs across all support channels

  • Proactively analyzing volume trends and staffing accuracy while delivering frequent updates to senior CX leadership, enabling rapid and informed decision making

  • Building and scaling an intra-day queue management & real-time adherence command center that spans across internal and outsourced operations

Some things we consider critical for this role:

  • Demonstrated ability to lead people leaders and their respective teams across multiple functional areas and locations

  • Ability to think critically and apply logical problem-solving skills to isolate and resolve issues

  • Great self-organisation and keeping cool when working to tight deadlines or angry customers

  • Uncompromising integrity and strong dedication to professionalism

  • Excellent written and verbal communication skills (English & Arabic)

  • Attention to detail and strong analytical skills

  • Interest in and familiarity with financial services and the stock market

  • Excellent proficiency working with MS Excel and Google Sheets

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