Who You Are:
A charismatic and insightful genuine people person. Your goal is to dig into the end to end experiences our users have with Kangaroo and guide our customer service team to improve that journey. You have the adaptability, self-management and teamwork skills to thrive in a startup environment.
Who We Are:
Kangaroo is disrupting the dinosaur-era home security industry by designing security for all. Our products and plans are revolutionarily affordable, easy to use and flexible. We work out of a fun, friendly and casual office near NYC’s Union Square.
What You'll Be Doing:
Managing our customer service team in the Philippines.
Working with teams across Kangaroo in order to gain a deep understanding of how the work their team does, affects the customer experience.
Driving a cultural shift and new way of thinking across the organization, to create a laser focus on creating world class experiences for all Kangaroo customers
Working to align customer experience needs and business critical issues across the company
Listen to customers needs and feature requests, dissect and understand them, and advocate for the customer as you articulate their requests across Kangaroo.
Use insights software, data & financial analytics, and customer interaction reviews to help guide the customer journeys you’ll build.
Qualifications
Superb communication skills, both written and verbal.
A deep passion for the customer experience
Strong organizational skills, with the ability to manage multiple business projects simultaneously
Collaboration and partnership skills
Experience and passion leading and developing direct reports
A proven track record in customer journey mapping and analytical research
Bachelor’s degree and 5 years of direct experience
A thorough understanding of how to utilize analytics to help inform a strategy