The opportunity
The CX Strategy & Ops Lead is responsible for designing & executing the customer support strategy to ensure that the company provides an exceptional customer experience at scale. As a strategic partner to CX Leadership, they will partner with cross-functional teams to identify…
What you'll do
Own the execution of the customer support strategy to ensure that the company: provides an exceptional customer experience at-scale for all Notion users.
Identify and implement operating frameworks to streamline customer support: operations - including capacity planning, targeting setting, customer segmentation and targeted CX engagements, etc.
Refine and track key performance metrics (CSAT, FRT, Churn, Usage metrics,: etc.) to measure the effectiveness of customer support initiatives.
Build a robust forecasting and analytics process to determine trends across: demand, capacity, churn, ticket volume etc. -- and what we should do about it
Help project manage enhancements/changes to tech stack for CX (including Zendesk, Gainsight, Decagon, etc.).
Influence decision making, problem solving, and programs for CX across programs, projects, and teams.
What they're looking for
- Continuously automate and scale our customer journey, touch-points, triggers, and playbooks.
- Introduce and track new metrics to ensure our CX business is performing: efficiently, predictably and effectively from a financial perspective
- Operate as both an extension of the CX and RevOps Leadership teams to ensure: cross-functional alignment with broader GTM and Company strategy
- Set annual and semi-annual plans that create customer value at-scale: Guide and define headcount, opex, and OKRs
