Head of Customer Experience

hace 2 días

Buenos Aires, Argentina Tidal A tiempo completo

**Job Title: Head of Customer Experience**:
**Contractor Fee: $2,500-$3,000/month (USD)**:
**Work Arrangement: Remote**:
**Engagement Type: Independent Contractor**:
**Commitment: Full-time (Approx. 40 hours/week)**:
**Company Overview**:
Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

**About This Role**:
We're hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touchpoints.

**Key Responsibilities**:

- Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
- Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
- Serve as an escalation point for complex customer issues.
- Oversee product returns and provide monthly insights.
- Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
- Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
- Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.

**Software/Platforms/Tools**:

- CX Platform: Gorgias
- Reviews: Judge.me, Trustpilot, Amazon, Google
- E-commerce Platform: Shopify
- Comms: Slack, Google Workspace

**Qualifications**:

- 3-5 years of freelancing experience
- Strong written and verbal English communication skills (C1/C2 level)
- 3-5+ years of CX leadership experience, ideally in DTC e-commerce
- Proven track record of improving CX support metrics (CSAT/C-STAT, FRT, etc.)
- Experience managing offshore or remote teams
- Strong analytical and organizational skills, with a proactive approach to reporting
- Fluent English communication, both written and verbal

**Shift Schedule**:

- Monday to Friday, 9:00 AM to 5:00 PM US PST

  • Head of Customer Experience

    hace 4 semanas

    Buenos Aires, Argentina Buenos Aires A tiempo completo

    Head of Software Architecture Director of Operations jobs in USA Director of Operations jobs in USA vacancy in Cordoba ArgentinaAs the Director of Operations, you will be responsible for performing the following tasks to the highest standards: Support the overall strategic management of the hotel by establishing effective working... Teleperformance...

  • Head of Customer Success

    hace 3 semanas

    Buenos Aires, Argentina Kinsta® A tiempo completo

    Get AI-powered advice on this job and more exclusive features. Kinsta is one of the top-managed WordPress hosting companies, with a growing club of 120,000+ businesses including startups, universities and Fortune 500 firms. We’re motivated by excellent quality, and proud to have received a 97% satisfaction rating from our customers. That’s because, to...

  • Head of Customer Success

    hace 2 semanas

    Buenos Aires, Argentina Kinsta® A tiempo completo

    Head of Customer Success & Adoption Growth Kinsta® – Buenos Aires, Ciudad Autónoma de Buenos Aires, Argentina Descripción del trabajo A prominent managed hosting provider is looking for a Head of Customer Success to lead customer success strategies. This role focuses on increasing customer satisfaction and retention while managing a cross‑functional...

  • Head of Customer Success

    hace 2 semanas

    Buenos Aires, Argentina Kinsta® A tiempo completo

    Head of Customer Success & Adoption Growth Kinsta® – Buenos Aires, Ciudad Autónoma de Buenos Aires, Argentina Descripción del trabajo A prominent managed hosting provider is looking for a Head of Customer Success to lead customer success strategies. This role focuses on increasing customer satisfaction and retention while managing a cross‑functional...

  • Head of Customer Support

    hace 2 semanas

    Buenos Aires, Argentina Roverpass A tiempo completo

    **Head of Customer Support - SaaS | Leadership | Remote**: Join **RoverPass**, a leading online booking platform for RV parks and campgrounds across the United States, as our **Head of Customer Support**. This pivotal role combines team leadership, operational excellence, and strategic collaboration to ensure a seamless customer experience across our SaaS...

  • Head of Customer Success

    hace 3 semanas

    Buenos Aires, Argentina Kinsta® A tiempo completo

    A prominent managed hosting provider is looking for a Head of Customer Success to lead customer success strategies. This role focuses on increasing customer satisfaction and retention while managing a cross-functional team. Candidates should have a strong background in customer success leadership and a proven track record of improving Net Retention Revenue....

  • Customer Experience Expert

    hace 2 semanas

    Buenos Aires, Argentina Global Collect Services SRL A tiempo completo

    WorldLine’s head quarter is located in Amsterdam, The Netherlands. For our office in Buenos Aires, we are in search of a highly motivated Customer Experience Expert who will make a significant contribution to our growth strategy. Purpose of Role The Customer Experience Expert is responsible for the operational relationship of customers. He/she is...

  • Head of Turbo

    hace 2 semanas

    Buenos Aires, Argentina Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Head of Customer Support

    hace 2 semanas

    Buenos Aires, Argentina DolarApp A tiempo completo

    About Us We're a fast-growing fintech on a mission to redefine how Latin America manages its finances and this is your opportunity to be a crucial part of that transformation. Join a team of top talent from the world's leading fintech and tech companies, and help build a cross-border financial system that's modern, accessible, and built to scale. What you'll...

  • Head of Customer Success

    hace 2 semanas

    Buenos Aires, Argentina Remotely Talents A tiempo completo

    Location: Remote (Latin America)Team size: 34 direct reportsType: Full-time Our client is a fast-growing B2B SaaS platform helping service-based businesses get paid faster by automating accounts receivable workflows follow-ups and payments. We’re hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams. You’ll own...