About Company
Pioneering the future of talent acquisition and development, Career.zycto is an innovative SaaS platform dedicated to connecting ambitious professionals with transformative opportunities. We empower individuals and organizations through cutting-edge technology and unparalleled support, believing that exceptional customer experiences are the cornerstone of our growth. For a Customer Experience Executive, this environment means a direct impact on our user journey, shaping satisfaction, and driving continuous improvement in a rapidly evolving HR tech landscape. Join us and help redefine success.
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Job Description
Are you a passionate advocate for the customer journey, with a knack for transforming interactions into lasting relationships? Career.zycto is seeking a dynamic and results-oriented Customer Experience Executive to lead our efforts in crafting seamless, impactful experiences for our users. This fully remote role offers the unique opportunity to shape the core of our user satisfaction and retention strategies from anywhere, contributing directly to our mission of empowering careers.
As a Customer Experience Executive, you will be instrumental in defining and optimizing every touchpoint our customers have with Career.zycto. You’ll move beyond traditional customer service, diving deep into user behavior, feedback, and market trends to proactively enhance our platform’s usability, support systems, and overall perceived value. This isn’t just about problem-solving; it’s about foresight, strategic planning, and implementing innovative solutions that surprise and delight our diverse user base, from job seekers to organizational partners. You will champion the voice of the customer within our organization, collaborating cross-functionally with product, marketing, and engineering teams to ensure customer insights are at the heart of our development cycle. We’re looking for someone who thrives in a fast-paced, digital-first environment, possesses exceptional communication skills, and has a proven track record of elevating customer satisfaction and loyalty. If you’re ready to make a significant impact on a growing HR technology platform and shape how professionals achieve their career aspirations, we encourage you to apply and join our innovative remote team. Your strategic vision and execution will directly contribute to Career.zycto’s reputation as a trusted partner in career development.
Key Responsibilities
- Develop and implement comprehensive customer experience strategies to enhance satisfaction, loyalty, and retention across all touchpoints.
- Analyze customer feedback, behavioral data, and market trends to identify pain points, opportunities, and areas for improvement.
- Collaborate with Product, Marketing, and Engineering teams to integrate customer insights into product development and feature enhancements.
- Oversee the creation and optimization of self-service resources, FAQs, and knowledge base articles to empower users.
- Design and monitor key customer experience metrics (e.g., NPS, CSAT, Churn Rate) and provide regular reports to leadership.
- Champion a customer-centric culture within the organization, conducting training and advocating for user needs.
- Manage and resolve escalated customer issues, ensuring timely and effective solutions that uphold brand reputation.
- Identify and implement new tools and technologies to streamline customer support and experience processes.
- Conduct competitive analysis to benchmark our CX performance against industry leaders and best practices.
Required Skills
- Minimum of 4 years of progressive experience in Customer Experience, Customer Success, or Account Management roles, preferably within a SaaS or tech company.
- Demonstrated ability to develop and execute CX strategies that drive measurable improvements in satisfaction and retention.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent written and verbal communication skills, capable of articulating complex ideas clearly and persuasively.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer support platforms (e.g., Zendesk, Intercom).
- Proven ability to work independently and collaboratively in a remote team environment.
- Exceptional problem-solving abilities and a proactive approach to anticipating customer needs.
- Familiarity with CX methodologies and frameworks (e.g., Journey Mapping, Service Design).
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Experience in the Human Resources Technology (HR Tech) or recruitment industry.
- Certification in Customer Experience Management (e.g., CCXP).
- Familiarity with A/B testing and experimentation in the context of user experience improvement.
- Experience leading or mentoring a small team of customer-facing professionals.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible holiday schedule.
- Dedicated budget for professional development and continuous learning.
- State-of-the-art remote work setup assistance.
- Opportunity to make a significant impact in a rapidly growing company.
- Collaborative and supportive remote team culture.
- Employee assistance program and wellness initiatives.
How to Apply
Ready to redefine the customer experience at Career.zycto? We encourage all qualified candidates to click the application link below to submit their resume and a cover letter outlining their relevant experience and vision for this role. We look forward to hearing from you!
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