Whizz
Whizz is a mobility company based in New York City with a mission to assist gig workers in the fast-growing and underserved market by enabling them to acquire and utilize expensive electric vehicles to increase their earnings when traditional financing options are unavailable. We firmly believe that everyone should have the opportunity to access reliable and convenient mobility solutions, irrespective of their financial or credit history. That is why we offer a range of vehicle ownership and financing choices designed to democratize access and drive success for our customers. Our ultimate objective is to make transportation for delivery drivers as smooth and hassle-free as possible so that they can focus on delivering top-quality service to their customers.
Why we are seeking a Head of Customer Service:
As Whizz continues to expand, we are in search of an experienced Head of Customer Service to join our team. In this crucial role, you will be responsible for overseeing a team of remote customer service representatives, ensuring exceptional service for our customers. If you are a seasoned professional with a passion for delivering excellent customer service and have experience managing teams in a dynamic environment, we encourage you to apply for this position.
- Devise and implement strategies to enhance customer service, including sales and support functions.
- Optimize the customer journey to provide a seamless and positive experience at every interaction.
- Develop and implement strategies to improve customer retention and conversion rates.
- Devise and implement strategies to reduce relative expenditures on customer service per subscription while maintaining or improving service quality.
- Automate business processes in the customer service function to enhance efficiency and reduce costs.
- Collaborate with cross-functional teams, including IT, marketing, collections, and operations, to ensure alignment with the overall business strategy.
- Analyze customer data to identify improvement opportunities and make data-driven decisions.
- Lead and mentor a team of customer service professionals to ensure the delivery of high-quality service.
- Develop and implement key performance indicators (KPIs) for the customer service team that align with company objectives and drive continuous improvement in the customer service function.
Requirements:
- Extensive experience in customer service management, preferably in a leadership role.
- Proven skills in building and managing sales funnels and automating customer support processes.
- Advanced knowledge of sales and lead management, including lead nurturing and conversion.
- Proficiency in CRM, omnichannel chat, and phone call software usage and optimization, with a focus on enhancing the customer experience.
- Experience in utilizing multiple communication channels such as chat, call, email, and social media to engage customers.
- Excellent communication skills in English, with fluency in Spanish being a significant advantage.
- Ability to work according to the EST time zone schedule.
In addition to these requirements, the ideal candidate should possess a customer-centric mindset, strong leadership skills, the ability to collaborate with cross-functional teams, and a passion for driving continuous improvement in customer service operations.
What we offer:
- $2500/month base salary with up to $500/month performance bonus.
- Remote work opportunity.
- Ongoing professional development and training opportunities to enhance your customer service skills and advance your career.
- The chance to work in a dynamic and innovative startup alongside highly skilled professionals.
We are committed to providing our employees with the necessary resources and support for success in their roles. We strive to foster a positive and inclusive work culture that values diversity, creativity, and collaboration. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. Join our team and help us revolutionize the delivery industry with sustainable and accessible last-mile transportation solutions.
Contact: To apply for the position, please send your CV to [email protected] (Olha)
