Leader Client Experience USA (remote EST)

ABOUT THE JOB

Are you ready to join our mission of democratizing Coaching worldwide? Perfect, then get on board in our team as a Leader Client Experience USA! By leading our passionate CX team, you will be the face and voice of our clients in the US and make a decisive contribution to the growth and success of our company.

Tasks and responsibilities

As a head of our support team you will have a direct responsibility and impact on the quality of the coaching experience.

• You will steer the US operation and ensure it runs smoothly
• You will close collaborate with HR to recruit, onboard new team members and retain exceptional talent
• You will play a fundamental role to grow and develop the CX Team US providing regular training and feedback
• You will contribute to define local guidelines and processes
• You will assure alignment with other regions
• You will be responsible to build a solid relationship across departments based on high performance and trust
• You will formulate strategies ensuring regulatory compliance
• You will refine KPIs to measure Coachee satisfaction and to reveal optimization potential in your region
• You will oversee the support to our platform users and implement technology solutions
• You will continuously look for ways to deliver the highest quality support
• You will collect and interpret customer feedback to suggest improvements to our product
• You will be responsible to meet business targets and SLAs

You will create the future of digital coaching with us - your name will be part of this story!

About the team

Our US support team is very international and has a wide range of interests from music, psychology up to professional ice skating. You will directly report to the Global Client Experience Director.

Let s jointly democratize coaching for all career levels. We have brought together kind, smart and highly-skilled people from all corners of the globe: our 800+ CoachHubbers come from over 63 countries worldwide.

Your profile

• You have at least 6 year of experience in customer service with 4 years in a leadership role; 1-2 years experience in a high tech, start-up environment are a big plus
• You have completed an university degree or a similar education
• You bring very good knowledge in customer service software and enjoy to learn about new technologies
• You bring international experience in managing teams in multiple time zones
• You are experienced in handling technical support teams
• You have a highly service and customer oriented mindset
• You enjoy the challenge of handling different priorities at the same time
• You speak a native or highly proficient English; proficient Spanish is a plus
• You are an advocate for Client Support Excellence
• You understand numbers and are able to define and interpret reports
• You bring strong hiring experience
• You are passionate about employee development
• You are experienced in communicating with sales, technical and product teams
• You are interested in topics such as business coaching, systemic coaching and psychology

What we offer

• The opportunity to shape the global success story of an agile, fast-growing company recently listed in LinkedIn s Top 10 Start-Ups
• An international team of fantastic colleagues driven and supportive individuals from 45+ countries
• A culture that prioritizes professional and personal growth we are a coaching company, after all!
• A job with purpose and direct impact on people's lives, with paid CoachHub4Good volunteering days to give back to your community
• Unlimited paid time off (with a fair use policy)
• Unlimited sessions (worth ~$10,000/year) with your own personal coach to help unlock your potential
• A 401(k) plan and full coverage medical, dental and vision insurance
• Further ancillary insurances (e.g. life, short & long-term disability)
• Work from our central location in New York

If you are interested we are looking forward to your application. Ideally, you already send us your notice period and your salary expectations.

Privacy Policy: By submitting your application, you agree that we process your information as part of the selection process. Your data will not be shared with third parties and you can request the deletion of your data at any time.

About CoachHub

CoachHub is the leading global talent development platform that enables organizations to create a personalized, measurable and scalable coaching program for the entire workforce, regardless of department and seniority level. By doing so, organizations are able to reap a multitude of benefits, including increased employee engagement, higher levels of productivity, improved job performance and increased retention.

CoachHub s global pool of coaches is comprised of over 3,000 certified business coaches in 70 countries across six continents with coaching sessions available in over 60 languages, to serve more than 500 clients. To match our ambition we need an amazing team, and we re bringing together kind, smart and highly-skilled people from all corners of the globe: we re growing our team to 1000+ by the end of 2022.

Our programs are based on advanced R&D from our Coaching Lab, led by Prof. Jonathan Passmore and our Science Council. CoachHub is backed by leading tech investors, including Draper Esprit, Holtzbrinck Ventures, Partech, RTP Global, Signals Venture Capital, Sofina, Softbank and Speedinvest. In September 2021, CoachHub acquired French digital coaching pioneer MoovOne to build a global champion focused on jointly democratizing coaching.

In October 2022, CoachHub announced we are, officially a Carbon Neutral Company.