Customer Experience Lead

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

As a Customer Experience Lead, you will be responsible for creating an excellent customer experience in our automated IVR and Chat systems through design and optimization. You will also be responsible for defining reporting requirements and analyzing data to drive self-service and customer experience improvement. The ideal candidate has a track record of designing and implementing effective customer experiences, excellent project management skills, and experience in IVR and chat engagement channels.

• Accelerate transformation of the Brightspeed customer experience in voice and chat platforms by designing intuitive automated flows and strategizing cross-functionally to ensure smooth implementation.
• Identify opportunities and proactively champion best in class self-service across IVR, chat and chatbot engagement channels.
• Create data driven strategies and testing based on analysis of qualitative and quantitative data.
• Define reporting requirements and analyze them to drive self-service and customer experience scores improvement and read out to leadership.
• Maintain a current understanding of organizational branding and ensure customer chat and voice systems meet and exceed these standards.
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Identify potential linkages of data between engagement channels and sales agent systems to drive improved resolution of customer call intent.
• Perform periodical quality assurance testing of voice and chatbot experience; collaborate internally to turn feedback into actionable enhancements.
• This is intended to be an overview and not a comprehensive list; you may perform other duties as requested over time.

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree in business, communications, or relative subject matter
• 5+ years of experience in customer success, customer experience, project management, or related fields
• Proven track record in UX design and performance management
• Experience in customer-focused IVR & Chat platforms
• Ability to navigate ambiguous problem context and identify relevant issues and resolutions
• Excellent quantitative analysis skills and data driven decision making capabilities
• Ability to work effectively in a fast-paced, dynamic environment with the ability to lead and maintain multiple projects simultaneously while delivering high-quality results and business value

A plus if you have:

• 3+ years of experience designing and implementing customer success platforms and process
• Proven experience managing large scale projects with cross-team collaboration
• Hands-on experience with Google CCAI, Atlassian Platforms (Confluence, JIRA, etc), and/or Microsoft Office

Language Skills:

• Fluent in spoken and written English

Physical Demands:

• This role can be performed remotely from anywhere within the United States
• May require minimal travel to Brightspeed HQ (Charlotte, NC) or remote offices

#LI-MB1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice