Customer Service Strategist

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

A Customer Service Strategist is responsible for designing and implementing effective customer service initiatives that align with an organization's overall business goals. This role involves analyzing customer service data to identify trends and areas for improvement, devising strategies to enhance customer satisfaction, and ensuring the seamless integration of new service processes. By collaborating with various departments, a Customer Service Strategist helps to drive a customer-centric culture, optimize service channels, and improve client retention through targeted, innovative approaches that elevate the customer experience.

- Bachelor's degree in Business Administration, Marketing, Communications, or related field.
- Minimum of 5 years of experience in customer service or a related field.
- Proven experience developing and implementing customer service strategies.
- Strong analytical skills with the ability to interpret data and draw actionable insights.
- Proficiency in using CRM systems and customer service software.
- Excellent communication and interpersonal skills.
- Demonstrated ability to lead and mentor customer service teams.
- Experience conducting training workshops and creating support materials.
- Strong problem-solving skills and the ability to handle escalated issues effectively.
- Knowledge of industry trends and advancements in customer service technology.
- Ability to prepare and present reports to senior management.
- Experience with budget development and resource allocation.
- Strong organizational skills and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Understanding of legal and regulatory requirements related to customer service operations.
- Proven track record of improving customer satisfaction and retention rates.
- Ability to foster a customer-centric culture within an organization.
- Experience setting performance targets and KPIs for customer service teams.
- Proficiency in implementing tools and technologies to enhance customer support efficiency.
- Ability to manage multiple customer service touchpoints, including call centers, online helplines, and in-person support channels.

- Analyze customer feedback and data to identify trends, insights, and areas for improvement.
- Develop and implement customer service strategies to enhance the overall customer experience.
- Collaborate with cross-functional teams to ensure alignment on customer service initiatives and goals.
- Monitor and evaluate the effectiveness of customer service policies and procedures.
- Conduct training workshops and provide ongoing support to customer service teams.
- Create documentation and resources for customer service best practices and guidelines.
- Address escalated customer issues and ensure timely resolution.
- Utilize customer feedback and performance metrics to continuously optimize service delivery.
- Participate in the development and implementation of customer loyalty programs.
- Stay updated on industry trends and advancements in customer service technology.
- Prepare and present reports to senior management on customer service performance and strategy outcomes.
- Coordinate with product development teams to provide customer insights for product improvements.
- Ensure compliance with legal and regulatory requirements in customer service operations.
- Develop and manage customer service budgets and resource allocation.
- Lead initiatives to improve customer satisfaction and retention rates.
- Foster a customer-centric culture within the organization.
- Utilize CRM systems to track and analyze customer interactions and service effectiveness.
- Set performance targets and KPIs for the customer service team.
- Implement tools and technologies to enhance customer support efficiency.
- Organize and oversee customer service touchpoints, including call centers, online helplines, and in-person support channels.

The ideal candidate for the role of Customer Service Strategist will possess a Bachelor’s degree in Business Administration, Marketing, Communications, or a related field, coupled with a minimum of 5 years of experience in customer service or a similar domain. They will demonstrate a proven track record in developing and implementing customer service strategies that have led to improved customer satisfaction and retention rates. This individual will excel in analyzing customer feedback and data, drawing actionable insights and trends to drive continuous service enhancement. Proficient in using CRM systems and customer service software, they will exhibit exceptional analytical, strategic thinking, and problem-solving abilities. Strong leadership and mentorship skills are essential, as they will be responsible for leading and inspiring customer service teams, conducting training workshops, and providing ongoing support. The ideal candidate will also have excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and the ability to prepare and present impactful reports to senior management. Highly organized with attention to detail, they will manage multiple customer service touchpoints, stay abreast of industry trends and technological advancements, and ensure compliance with legal and regulatory requirements. Financial acumen including budget management and the ability to set and achieve performance targets and KPIs are crucial. They will embody a customer-centric philosophy, fostering a positive and inclusive team environment, and driving a proactive approach towards service improvement and innovation.

- Analyze customer feedback and data to identify trends, insights, and areas for improvement.
- Develop and implement customer service strategies to enhance the overall customer experience.
- Collaborate with cross-functional teams to ensure alignment on customer service initiatives and goals.
- Monitor and evaluate the effectiveness of customer service policies and procedures.
- Conduct training workshops and provide ongoing support to customer service teams.
- Create documentation and resources for customer service best practices and guidelines.
- Address escalated customer issues and ensure timely resolution.
- Utilize customer feedback and performance metrics to continuously optimize service delivery.
- Participate in the development and implementation of customer loyalty programs.
- Stay updated on industry trends and advancements in customer service technology.
- Prepare and present reports to senior management on customer service performance and strategy outcomes.
- Coordinate with product development teams to provide customer insights for product improvements.
- Ensure compliance with legal and regulatory requirements in customer service operations.
- Develop and manage customer service budgets and resource allocation.
- Lead initiatives to improve customer satisfaction and retention rates.
- Foster a customer-centric culture within the organization.
- Utilize CRM systems to track and analyze customer interactions and service effectiveness.
- Set performance targets and KPIs for the customer service team.
- Implement tools and technologies to enhance customer support efficiency.
- Organize and oversee customer service touchpoints, including call centers, online helplines, and in-person support channels.

- Strong leadership and mentorship abilities
- Exceptional analytical and strategic thinking skills
- Proficient in utilizing CRM and customer service software
- Excellent communication and interpersonal abilities
- Highly organized with attention to detail
- Effective problem-solving skills and resilience under pressure
- Collaborative mindset with a team-oriented approach
- Innovative and adaptive to industry trends and technology
- Customer-centric philosophy and approach
- Ability to drive and sustain high performance within customer service teams
- Strong track record of improving customer satisfaction and loyalty
- Proactive in identifying opportunities for service enhancement
- Competent in managing multiple priorities and projects simultaneously
- Solid understanding of legal and regulatory compliance in customer service
- Capacity to create and deliver impactful presentations and reports
- Financial acumen, including budget management
- Demonstrated success in setting and achieving performance targets and KPIs
- Ability to foster a positive and inclusive team environment
- Committed to continuous improvement and professional development

- Competitive salary range: $70,000 - $90,000 annually
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Professional development and training programs
- Opportunities for career advancement
- Employee assistance program (EAP)
- Wellness programs and gym membership discounts
- Tuition reimbursement for further education
- Life and disability insurance
- Employee recognition and rewards program
- Travel and expense reimbursement
- Casual dress code
- Social and team-building events
- Access to cutting-edge customer service technology and tools