Build, scale, and lead AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers.
Locations (2)
United States
Ontario, Canada
Compensation
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
Responsibilities
Lead the Tier 1 and Tier 2 support teams through the reorganization
Create clear performance standards and hold teams accountable
Build performance metrics and frameworks for individuals and teams
Co‑own the annual operating plan and headcount planning
Set annual and quarterly support goals and review progress with the executive team
The role involves driving end-to-end operational excellence across the customer journey, including onboarding, service readiness, insight, and continuous improvement.
Responsibilities
Customer insight ownership: lead customer insight and journey domains, including satisfaction and sentiment analysis and online review monitoring, translating feedback into structured improvement actions.
Service onboarding and readiness: ensure new contracts, services and delivery models are operationally ready before go live, closing capability and ownership gaps.
Cross-functional collaboration: work closely with the OAM function to drive portfolio-wide insight, readiness and improvements, while supporting customer success execution.
Governance and alignment: maintain a structured two-way governance cadence with OAM, ensuring customer feedback, action plans and improvement initiatives are aligned.
Service development: identify opportunities for new and enhanced services based on customer feedback, market insights and industry trends, and provide structured recommendations to commercial teams.
Shape the customer experience across the UK and Europe, turning member insights into meaningful change and driving transformation across service, product, operations, and digital solutions.
Compensation
A competitive salary will be offered depending on experience
Responsibilities
Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative.
Lead the regional CX Council and governance rhythm.
Drive cross-functional accountability by securing owners and timelines.
Own the CX view of end-to-end member journeys using journey mapping, journey testing, mystery shopping, service blueprinting, and future-state design.
Supervisor de experiencia que gestiona la experiencia y el engagement de estudiantes en la región de Arequipa, coordinando actividades presenciales y virtuales y supervisando el funcionamiento diario de la oficina.
Responsibilities
Gestionar la experiencia y el engagement de los estudiantes asignados a su región
Brindar atención y acompañamiento proactivo, presencial y mediante canales virtuales
Ejecutar actividades que fortalezcan el vínculo con la institución
Articular con las áreas internas las acciones necesarias para contribuir a la satisfacción, progreso y continuidad del estudiante
Supervisar el funcionamiento diario de la oficina
Requirements
Bachiller universitario o Técnico en Administración, Marketing, Comunicaciones, Ing. Industrial, Psicología o carreras afines
Call Center Executive responsible for providing customer service via phone, WhatsApp, email and other digital channels, managing appointments, upselling, and ensuring quality metrics.
Responsibilities
Atender consultas, solicitudes y reclamos de clientes mediante llamadas, WhatsApp, correo y otros canales digitales.
Gestionar citas, seguimientos y coordinaciones comerciales o postventa según los procesos de la empresa.
Identificar oportunidades para generar valor durante la interacción con el cliente (cross selling, retención, recompra, fidelización, etc.).
Registrar correctamente la información de cada interacción en los sistemas de gestión (CRM, Salesforce, Genesys u otros).
Cumplir los indicadores operativos y de calidad establecidos por la compañía.
Requirements
Formación técnica concluida o universitaria en curso en las carreras de Administración, Marketing o afines.
Leadership role responsible for driving operational excellence across internal and external CX operations, focusing on SLA delivery, workforce readiness, BPO performance, and continuous improvement.
Compensation
This role's base salary range is between $121,500 and $131,500.
Responsibilities
Establishishes a culture of individual and team accountability by setting clear expectations, tracking and reporting progress, and driving results through data-driven decision making.
Develop and execute innovative strategies to meet and exceed all internal operational metrics, including SLAs, CSAT, NPS, and other KPIs.
Support the oversight and implementation of robust fraud prevention, customer protection, and compliance strategies.
Support the design, management and implementation of comprehensive, real-time reporting systems.
Utilize data analytics to translate insights into strategic recommendations for CX, product, and executive leadership.
This role turns member insight into transformation across the UK and Europe, shaping regional CX strategy and driving transformation across service, product, operations, and digital solutions.
Compensation
A competitive salary depending on experience
Responsibilities
Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
Lead the regional CX Council and governance rhythm, bringing the the right evidence and stakeholders together to agree how priority member problems will be solved.
Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
Own and continuously improve the customer journey across our growing digital healthcare business, leading Customer Experience operations and e-commerce lifecycle.
Locations (2)
Latin America
United States
Responsibilities
Own day-to-day performance of Customer Experience function across phone, chat, email and other support channels
Lead, coach and develop Customer Experience representatives and team leads
Ensure appropriate staffing, scheduling, coverage and escalation processes
Maintain high standards for response times, resolution quality, accuracy and overall customer satisfaction
Serve as senior escalation point for complex customer and patient issues
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