Customer Advocacy Specialist

hace 3 días


Buenos Aires, Buenos Aires C.F., Argentina Tools for Humanity A tiempo completo
Key Responsibilities
  • Build and lead the CX Process Excellence function, overseeing training, quality assurance, and customer advocacy.

  • Develop and implement scalable training programs for CX teams and BPO partners to ensure knowledge retention, skill development, and high-quality support.

  • Establish and manage customer advocacy initiatives, ensuring CX insights are captured, structured, and shared cross-functionally with Product and Engineering.

  • Own the CX process library, ensuring documentation is well-maintained and continuously updated to support operational efficiency and scalability.

  • Identify process inefficiencies and lead initiatives to improve workflows, reduce costs, and optimize the effectiveness of CX teams.

  • Define and track performance metrics to measure the impact of training, customer advocacy, and process optimization efforts.

  • Partner with BPO leaders and internal teams to ensure alignment between in-house and outsourced operations.

  • Hire and develop program managers as needed while personally leading and executing key initiatives.



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