About Company
Join Career.zycto, a rapidly evolving platform dedicated to revolutionizing talent acquisition and career development. We champion innovation, fostering a culture where every team member is empowered to create impact. For a Customer Experience Lead, this means a unique opportunity to shape the very interactions that define our brand, ensuring every user touchpoint reflects our commitment to excellence. We thrive on feedback, continuous improvement, and delivering intuitive, seamless experiences. If you’re passionate about making a tangible difference in how people connect with their career aspirations, you’ll find your home here.
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Job Description
Career.zycto is seeking a dynamic and empathetic Customer Experience Lead to elevate our user journey and champion an exceptional service culture. As our Customer Experience Lead, you will be at the forefront of designing, implementing, and optimizing every interaction our users have with our platform and services. This pivotal role demands a blend of strategic thinking, analytical prowess, and a deep understanding of customer needs. You will be instrumental in translating user feedback into actionable insights, driving continuous improvement across our offerings, and ensuring that our brand promise of seamless and supportive career development is consistently delivered. You’ll lead initiatives to proactively address potential pain points, craft engaging communication strategies, and foster a team environment that prioritizes user satisfaction above all else. This is more than just a support role; it’s an opportunity to shape the future of how professionals connect with their ideal career paths, directly influencing our product development and operational strategies. If you’re passionate about creating memorable experiences and have a knack for turning insights into impactful actions, we encourage you to apply.
Key Responsibilities
- Develop and execute a comprehensive customer experience strategy aligned with Career.zycto's business objectives and brand values.
- Map key customer journeys, identify pain points, and propose innovative solutions to enhance satisfaction and loyalty across all touchpoints.
- Lead, mentor, and inspire a customer-centric team, fostering a culture of excellence, continuous learning, and proactive problem-solving.
- Analyze customer feedback, surveys, and behavioral data to uncover trends, identify areas for improvement, and present actionable insights to leadership.
- Collaborate cross-functionally with product development, marketing, and sales teams to ensure a cohesive and consistent brand experience.
- Establish and monitor key performance indicators (KPIs) for customer experience, regularly reporting on performance and progress.
- Implement best practices for customer service operations, including knowledge base management, CRM utilization, and service recovery protocols.
- Stay abreast of industry trends, emerging technologies, and competitive landscapes in customer experience to maintain our leadership position.
Required Skills
- Minimum of 4 years of progressive experience in customer experience, customer service, or client success roles, with at least 1-2 years in a leadership capacity.
- Proven track record of developing and implementing successful CX strategies that resulted in measurable improvements in customer satisfaction and retention.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex ideas clearly and persuasively.
- Strong analytical skills, proficient in using data to drive decision-making and identify opportunities for enhancement.
- Demonstrated ability to lead, motivate, and develop a high-performing team in a fast-paced environment.
- Proficiency with CX management tools (e.g., Zendesk, Salesforce Service Cloud, Intercom) and CRM systems.
- Excellent project management and organizational skills, with an ability to manage multiple priorities simultaneously.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Certification in Customer Experience (e.g., CCXP).
- Experience within the HR technology, recruitment, or SaaS industry.
- Fluency in German and English, both written and spoken, to effectively serve our diverse user base in Germany.
Perks & Benefits
- Competitive salary package with performance-based bonuses.
- Comprehensive health and wellness benefits.
- Generous vacation policy and flexible working arrangements.
- Opportunities for professional development and continuous learning.
- A vibrant and inclusive company culture with regular team events and social gatherings.
- Modern office space in the creative heart of Babelsberg, Potsdam, with excellent transport links.
- Contribution to your public transport ticket (Jobticket).
How to Apply
To embark on this exciting journey with Career.zycto, please click on the application link below to submit your comprehensive CV and a compelling cover letter outlining your experience and why you are the ideal candidate for this role. We look forward to reviewing your application and discovering how you can contribute to our mission.
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