ID.me is seeking a Vice President of Customer Experience to join our growing team.
The Vice President of Customer Experience will be a key member of the leadership team managing Customer Support and Experience teams. The Vice President of Customer Experience provides a comprehensive and authoritative view of the customer and creates the strategic vision and guardianship over customer experience across the organization to maximize customer on-boarding, customer support, adoption, advocacy, satisfaction, and profitability. We are looking for an individual who wants to make an impact and grow professionally.
This role utilizes customer insight and strategic purview to support and provide the best experience for customers. Success in this role is defined as: (i) providing world-class support and responsiveness in accordance with SLA’s; (ii) enhancing the productivity/efficiency of the support team to improve the rate of response and communication, internally and externally, of the status of support tickets; (iii) mapping all components of the customer journey to shepherd its alignment with the customer experience strategic vision and objectives; (iv) defining and interpreting customer insights and analysis to drive continuous process improvements to achieve financial objectives and raise the level of customer satisfaction; (v) embracing the role of champion of the customer throughout the organization.
We are a fast moving business, and you will have the opportunity to roll up your sleeves and help the company build a truly next-level customer experience department. The ideal candidate will have significant experience managing and maturing support and experience teams at high-growth startups, working across a wide range of customer types and industries.