**Director of Customer Experience**

**Be the torchbearer of a customer-centric culture.**

**About the role**

The Director of Customer Experience role is a senior leadership position that reports to the Chief Revenue Officer. This is an excellent opportunity to join a rapidly growing international organization where you will be building the customer experience function from the ground up. As Director of Customer Experience, you will be responsible for defining the strategic growth of our support services and building and managing the teams to deliver them. This person will develop and perfect the customers' journey across the Reibus platform. Simply put, the Director of CX is the torchbearer of a customer-centric culture here at Reibus that leads to a great user experience and exponential revenue growth.

* Owns the customer journey from initial outreach through user onboarding, and post-sale follow up

* Works closely with all other functional teams to deliver world class service for our users

* Define service levels and KPIs inclusive of: user expansion rates, churn rate reduction, and improving our net promoter score (NPS) for our users

* Help the selling team rapidly grow our Gross Merchandise Value and user retention rates

* Day to day management responsibility and senior escalation point for all customer support activities

* Manage and build support teams inclusive of Customer Success Managers and Sales Support to ensure the highest level of customer service possible

* Manage contracts, budgeting and team scheduling in line with business objectives

* Ensure continuous improvement of formal processes to support best practice governance of both our pre and post-sales support activity

* People management including coaching, mentoring and training of direct reports

* Working with other Heads of Department and HR to carry out recruitment selection, appraisals and performance management

* Via customer feedback, help our development teams continuously improve the technology platform to drive world class customer experiences.

**Qualifications:**

* Bachelor's Degree in Business Administration or related field

* Minimum 5 years of experience of leading and building a technical support and customer service function, preferably in a SaaS environment

* Proven track record of building multi-disciplined support teams that have delivered a seamless customer experience across all stages and - touchpoints in a customer journey

* A data driven mindset with strong problem-solving and analytical skills where data has been leveraged to constantly enhance service

* Strong people management and development skills

* Extensive background in using a robust sales CRM like Salesforce and Microsoft Office products, Outlook, Excel, Word, and PowerPoint

Our diversity is our strength. Reibus is committed to creating a culture that allows great people to do awesome things. We learn from each other, and our individual differences power that learning. We welcome the contributions you can bring as a result of your unique combination of experiences, opinions, race, color, religion, gender, gender identity or expression, sexual orientation, pregnancy status, age, national origin, disability status, and/or beliefs. We are an equal opportunity employer because we recognize that what makes you different makes us stronger.

Come be a part of the diverse Reibus family!

Learn more about becoming part of the Reibus family by emailing us at careers@reibus.com.

**Location**

Atlanta, Georgia