Head of Customer Experience

Smartcat is the operating system for the global translation industry. Our team believes that the world is becoming ever-more connected and interdependent. The borders that have prevented people from trading, working together, and exchanging knowledge and innovative ideas have eroded over time. This is the future that we want to live in. Our mission is to speed up the pace at which this happens by building the world’s best Language Delivery Platform™. We don’t believe automation will render language professionals obsolete. Instead, we place powerful software into the hands of the millions of people working to globalize their industries, plug them into our global supply network, and enable continuous delivery of multilingual content. We are well on our way, with thousands of customers and 500,000+ freelancers translating together on Smartcat.

Mission

Smartcat develops collaboration software that allows a multi-sided marketplace of brands, agencies, and freelance linguists to translate content. Supported by our integrated payment and translation automation engines, our suite becomes the central hub for localization work. 

Your mission is to provide Smartcat customers with top-notch customer service by guiding and growing the team of customer experience specialists, setting and driving towards the team goals, and acting as a liaison between customers and Smartcat product teams.

You should be exceptionally well organized and able to facilitate cross-functional collaboration. Given that you’ll be a leader within a startup, we want someone enthusiastic about working with colleagues at all levels across the organization.

Outcomes:

• Accelerate the consumption of Smartwords and Marketplace words by 100% during 2023 by providing top-notch support to customers.
• Review/analyze current operational strategies and vision for customer journeys, including but not limited to:
• Internal and external documentation
• Team’s current strengths and weaknesses
• Exploring the learning curves for teamwide workflows, tone of voice and quality of interactions based on individual agents’ strengths
• Keep churn on the planned level 
• Ensure IRT and ORT are in line with the plans
• Achieve and maintain CSAT according to plans

• Improve & maintain the quality of ticket categorization and prioritization to improve the transparency of clients’ signals within the product team and decrease the load of support teams.
• Conduct reviews of data from incoming tickets to expand/add categories as needed, assess response times according to prioritization, further ensuring more granular analysis of the support system using the built-in features of ZenDesk’s platform to build out an in-detail root cause system
• Set office hours with the product teams (frequency TBD) to review current pain points and collect feedback on improving the data flow from the support team to eliminate any blind spots in communications of customer feedback and guarantee proper timelines and expectations for implementation/resolution

• Build and manage a team of A+ players in customer support across different regions and time zones.
• Establish clear strategic objectives and critical functions needed from the team to build the most efficient workflow staffed by the players driven by the same mindset
• Develop a calibration/QA system to ensure that the needs of the customers’ signals are understood, evaluated, aligned with business development goals, and streamlined accordingly to the product team

Requirements:

• Experience working as Head of Support or a similar role in a Global Company
• Experience working within the translation industry as a localization manager/project manager would be a plus
• At least 5 years of experience in the Support Team as an IC
• Excellent written communication skills in English
• In-depth understanding of Support metrics in SaaS
• Love for data and data-driven approach to decision-making 
• Superior attention to detail while demonstrating the ability to see the “big picture.” 
• Experience working in a highly dynamic startup environment, where you can make big things happen by turning thoughts into action
• Strong communication skills – enjoys working cross-functionally and representing the interests of the support team with other departments
• Relationship-building and influencing skills
• Experience working with remote teams
• Integrity and full commitment
• Growth mindset
• Openness to constructive feedback and the opinions and ideas of others

Why joining Smartcat might be your best move so far

• The ongoing rise of the content