Customer Service Lead

About Futuristic Labs

At Futuristic Labs, we're not just imagining the future; we're actively building it. We're an innovation studio dedicated to enhancing life through technology, crafting products that transform everyday tasks into delightful experiences.

Through our brand Klynk we are on a mission to revolutionize the way people cook and connect with food! We're obsessed with creating exceptional customer experiences, and we're looking for a passionate Customer Experience Specialist to join our team.

Are you a customer champion who thrives on exceeding expectations? Do you have a keen eye for process improvement and a knack for turning satisfied customers into brand evangelists? If you believe in crafting a seamless customer journey from the very beginning, we want to hear from you!

About You:

• You have a minimum of 4-7 years of experience in customer experience management or a related field.
• You possess a deep understanding of the entire customer journey , from pre-purchase discovery to post-purchase support, and how to optimize it for maximum satisfaction.
• You're a process improvement expert , with a passion for designing and implementing efficient workflows to elevate the customer experience.
• You're proactive and resourceful , anticipating customer needs and taking initiative to create positive experiences across all touchpoints.
• You're a champion of customer advocacy , fostering a culture of going the extra mile and exceeding expectations.
• You possess excellent communication and interpersonal skills , building rapport with customers and demonstrating empathy.
• You have a strong attention to detail and a commitment to delivering exceptional service consistently.
• You're an adherence to time management expert, ensuring timely resolution of customer inquiries and issues.
• You're a data-driven individual who enjoys analyzing feedback and using insights to improve customer experience processes.
• You have expertise in using various customer experience management (CXM) tools , including Zoho CRM, Desk or similar platforms.

Responsibilities:

• Lead the development and implementation of comprehensive customer experience processes and workflows across the entire customer journey (pre-purchase, purchase, post-purchase)
• Manage all aspects of the customer experience, ensuring satisfaction and loyalty.
• Develop and implement strategies to proactively address customer needs, concerns, and feedback across all touchpoints.
• Oversee the resolution of customer inquiries and issues in a timely and efficient manner, utilizing CXM tools for ticketing, tracking, and reporting.
• Analyze customer feedback to identify areas for improvement and implement changes to enhance customer experience across the entire journey.
• Develop and maintain strong relationships with key customer accounts, fostering brand loyalty and advocacy.
• Collaborate with cross-functional teams (product, marketing, sales) to ensure a seamless customer experience.
• Stay up-to-date on customer experience best practices and industry trends.

What We Offer:

• The opportunity to play a pivotal role in building a best-in-class customer experience program from the ground up.
• A fast-paced and dynamic environment where your proactive approach and process improvement skills are valued.
• The chance to work with a passionate team dedicated to customer delight.
• The chance to make a real impact on customer satisfaction and brand loyalty.
• Free (and delicious!) Klynk-created meals to fuel your positivity!

Female candidate is strongly preferred for a Diversity Hire initiative.

If you're a customer experience champion with a passion for building brand loyalty, a keen eye for process optimization, and expertise in CXM tools, we want to hear from you!

Please submit your resume, a cover letter explaining why you're a great fit for the role, and any relevant customer service experience examples that showcase your proactive approach.