This is a full-time or near full time remote role for a Technical Customer Experience Lead. The role involves taking a leadership position within the customer success team to ensure outstanding experiences for our clients by addressing inquiries, resolving technical issues with the development team, and proactively improving customer satisfaction. Responsibilities include liaising with technical teams to troubleshoot integrations and workflows, on-boarding new clients and preparing customers for their first days with Wnehub.io. You will also provide insights to enhance product performance and foster strong client relationships through effective communication and support.
Qualifications
- Strong background in Technical Problem-Solving, IT Support, and Issue Resolution (ideally in the wine industry).
- Proficiency in Customer Relationship Management (CRM) systems and tools. We use Zoho.
- Experience with common eCommerce Integrated Platforms - Shopify, Klaviyo etc.
- Ability to lead teams and deliver excellent customer service experiences
- Strong communication, interpersonal, and organisational skills
- Previous experience in e-commerce, SaaS, or similar industries preferred (Shopify, Zoho helpful).
- Bachelor's degree in Business, IT, or related field is advantageous