Customer Experience Lead

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Customer Experience Lead orchestrates the end-to-end customer journey, ensuring that every interaction enhances satisfaction and loyalty. This role involves analyzing customer feedback, developing strategic initiatives, and implementing best practices to deliver exceptional service. By collaborating with cross-functional teams, the Customer Experience Lead ensures that customer-centric solutions are integrated across all touchpoints. Their ultimate goal is to drive continuous improvement in customer engagement, fostering long-term relationships and promoting brand advocacy.

- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in customer service or a related field.
- Proven experience in a leadership role within customer service.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and interpret customer feedback.
- Proficient in using customer relationship management (CRM) software.
- Experience in developing and implementing customer service policies.
- Strong problem-solving skills and the ability to handle escalated issues.
- Ability to train, mentor, and motivate a team.
- Demonstrated experience in cross-departmental collaboration.
- Knowledge of industry trends and best practices in customer service.
- Strong organizational skills and attention to detail.
- Ability to manage multiple projects and priorities simultaneously.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong presentation skills and experience preparing management reports.
- Ability to work in a fast-paced environment and adapt to changes.
- Excellent time management skills and ability to meet deadlines.

- Oversee daily operations of the customer service team.
- Develop and implement effective customer service policies and procedures.
- Analyze customer feedback to identify improvement opportunities.
- Collaborate with other departments to resolve customer issues.
- Train and mentor customer service staff.
- Handle escalated customer inquiries and resolve complex issues.
- Monitor and report on customer satisfaction metrics.
- Design and implement customer experience initiatives.
- Stay informed on industry trends and best practices.
- Coordinate with product teams to integrate customer feedback.
- Conduct performance reviews and provide feedback to the team.
- Prepare reports on customer experience metrics for senior management.
- Use CRM software to track customer interactions and maintain records.
- Develop and maintain a comprehensive knowledge base.
- Foster a positive and engaging team environment.

The ideal candidate for the Customer Experience Lead role is a seasoned professional with a minimum of five years of experience in customer service or a related field, holding a bachelor’s degree in Business Administration, Marketing, or a similar discipline. With proven leadership experience, they possess exceptional communication and interpersonal skills, enabling them to effectively mentor and motivate a team. Their strong analytical skills and ability to interpret customer feedback drive continuous improvement in customer experience initiatives. Proficient in using CRM software and Microsoft Office Suite, they manage records accurately and prepare comprehensive reports for senior management. This candidate demonstrates exemplary problem-solving skills, handling escalated issues with composure and professionalism. Their strategic thinking and ability to develop and implement effective policies ensure alignment with industry best practices. Highly organized and detail-oriented, they excel in a fast-paced environment, managing multiple projects and priorities seamlessly. Their proactive and self-motivated nature, coupled with a high level of empathy and customer-centric mindset, fosters a positive and engaging work environment. Committed to excellence, they inspire their team to achieve outstanding results and drive continuous improvement in customer satisfaction.

- Oversee the customer service team to ensure optimal performance and customer satisfaction.
- Develop and implement customer service policies and procedures.
- Analyze customer feedback and data to identify areas for improvement.
- Collaborate with other departments to address customer needs and concerns.
- Train and mentor customer service representatives to enhance their skills and efficiency.
- Handle escalated customer inquiries and resolve complex issues promptly.
- Monitor and report on key performance indicators related to customer satisfaction.
- Design and execute customer experience initiatives and projects.
- Stay up-to-date with industry trends and best practices in customer service.
- Coordinate with product teams to ensure customer feedback is integrated into product development.
- Conduct regular team meetings and one-on-ones with staff to review performance and provide guidance.
- Prepare and present reports on customer experience metrics to senior management.
- Utilize customer relationship management (CRM) software to track interactions and maintain accurate customer records.
- Develop and maintain a knowledge base to assist the customer service team.
- Foster a positive and engaging work environment to motivate the team.

- Strong leadership and team management skills
- Empathy and a customer-centric mindset
- Excellent problem-solving abilities
- Effective communication skills, both verbal and written
- High level of professionalism and integrity
- Strong analytical and critical thinking capabilities
- Ability to remain calm and composed under pressure
- Results-oriented with a focus on continuous improvement
- Adaptability and openness to change
- High energy and enthusiasm
- Strong work ethic and dedication
- Collaborative and team-oriented approach
- Strategic thinking and planning abilities
- Attention to detail and organizational skills
- Proactive and self-motivated
- Strong interpersonal skills and ability to build relationships
- Commitment to providing exceptional customer service
- Ability to inspire and motivate others
- Innovative thinking and creativity in problem resolution

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, and vision)
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement for continued education
- Employee wellness programs and resources
- Performance bonuses and incentive programs
- Employee assistance programs (EAP)
- On-site gym and recreational facilities (if applicable)
- Commuter benefits or transportation reimbursement
- Discounted company products or services
- Collaborative and supportive work environment
- Opportunities for career advancement and growth
- Access to industry conferences and networking events
- Inclusive and diverse workplace culture