Executive, Community Experience
How You Will Make An Impact
- Manage and deliver high-quality customer support across an omnichannel, multi-brand environment, including live chat, email, and phone, ensuring consistent service standards and a seamless customer experience across all touchpoints
- Interface with AI agents to monitor automated interactions, providing feedback and manual intervention to ensure the AI provides accurate and empathetic resolutions
- Identify and flag recurring service gaps or technical anomalies within the community experience and propose practical solutions to improve automated and manual workflows
- Collaborate with cross-functional teams, to ensure the timely resolution of complex customer issues
- Maintain clear, professional, and empathetic communication with all stakeholders, ensuring GetGo’s brand tone is consistently reflected during customer interactions, crises and service disruptions
- Support the cultivation of an excellent service mindset within the team by sharing best practices for navigating an omnichannel support landscape
What Makes You a Great Fit
- Adept at multitasking in a fast-paced environment, with experience managing multiple support channels (Live Chat, Email, simultaneously.
- Tech-savvy with a curiosity for AI; comfortable working alongside AI tools and help desk software (e.g. Zendesk)
- Strong analytical skills with the ability to identify trends in customer feedback and suggest data-driven enhancements to service processes
- Exceptional verbal and written communication skills, with the ability to pivot tone and style across different communication platforms
- Resilience and empathy, specifically the ability to handle difficult customer interactions and crises with a solution-oriented mindset
- Strong personal alignment with our GetGo Values
- Driven by Purpose
- Stay Curious and Humble
- Collaborate with Empathy
- Make it Better
- Get It Going!
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