Head of Customer Experience – Hubspot Ticket System | Onsite, Night-Shift | Up to PHP90K
GoTeam is hiring a highly organized and customer-focused Head of Customer Experience (Hubspot Ticket System) who will play a pivotal role in managing our HubSpot ticket system, serving as the central platform for handling inquiries from customers and employees across departments including HR, IT, Finance, and Operations. Your role is crucial in ensuring seamless communication, prompt issue resolution, and delivering outstanding customer experiences. Join us to shape the customer and employee experience through effective ticket system management, and make a difference in providing exceptional service, optimizing processes, and driving customer satisfaction.
As a managed operations company, we provide offshore employees to clients in various countries such as Australia, NZ, Singapore, and the US. We offer a friendly, professional team environment with numerous benefits, and we are proud of our caring and compassionate culture.
In this position, you will be:
HubSpot Ticket System Management:
- Overseeing the configuration, setup, and maintenance of the HubSpot ticket system to ensure its smooth operation.
- Implementing best practices for ticket categorization, prioritization, and escalation, optimizing the system’s efficiency.
- Maintaining the security and integrity of the ticket system, regularly updating and upgrading it as needed.
Customer and Employee Support:
- Monitoring and managing incoming tickets from clients and employees across various departments.
- Providing prompt, courteous, and professional responses to inquiries, and resolving issues effectively to ensure high customer satisfaction.
- Collaborating closely with HR, IT, Finance, and Operations teams to address and resolve complex or escalated issues efficiently.
- Analyzing ticket data to identify trends, recurring problems, and opportunities for process improvements, leading to an enhanced customer experience.
- Continuously evaluating and refining ticket system workflows and processes to optimize efficiency and effectiveness.
- Identifying bottlenecks, inefficiencies, or pain points in the support process and proposing and implementing innovative solutions.
- Fostering collaboration with cross-functional teams to streamline processes, reduce response times, and enhance service delivery.
Training and Documentation:
- Developing comprehensive training materials to ensure consistent and proficient usage of the ticket system across departments.
- Creating and maintaining detailed documentation, including standard operating procedures, knowledge base articles, and FAQs.
- Promoting knowledge sharing and providing ongoing training and support to team members, ensuring their proficiency in the ticket system usage.
Performance Measurement and Reporting:
- Defining and monitoring key performance indicators (KPIs) related to customer experience and ticket management.
- Generating regular reports on ticket volumes, response times, resolution rates, and customer satisfaction metrics.
- Utilizing data insights to drive process improvements, enhancing service quality, and providing recommendations for resource allocation.
Skills and Qualifications:
- Bachelor’s degree in Business Administration, customer experience, or a related field.
- At least 10 years of total experience in Customer Experience specific to handling different ticketing services (Hubspot, Jira, ZohoDesk, Zendesk, etc.)
- At least 5 years of experience in management or leadership role
- Proven track record of successfully managing a ticket system, preferably HubSpot, in a customer service-oriented environment.
- In-depth understanding of customer service principles and best practices.
- Exceptional written and verbal communication skills, with the ability to effectively engage with clients, employees, and cross-functional teams.
- Strong analytical mindset, capable of gathering and interpreting data to drive process improvements and enhance customer experiences.
- Outstanding organizational skills and keen attention to detail to ensure accuracy and efficiency in ticket system management.
- Demonstrated leadership ability, with the skills to motivate and inspire a team toward achieving shared objectives.
- Proficiency in utilizing customer relationship management (CRM) software and ticketing systems.
- Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and requirements.
- Previous experience in HR, IT, Finance, or Operations would be a valuable asset, contributing to a deeper understanding of departmental needs and challenges.
- Ability to empathize, understand, and connect with customers and team members, providing a supportive and positive experience.
- Company-provided laptop and an extra monitor for enhanced productivity and convenience.
- 7 Habits of Highly Effective People Training.
- Your copy of “Little Black Book for Stunning Success”
- Exceed Institute, Masterclass and GoTeam Cares program to help you navigate life and build a rich and connected family life.
- Get HMO coverage from day one for you and a dependent, with P200K coverage, private room benefits, and P10K medication reimbursement for both. Extend this healthcare opportunity to up to four additional dependents, including your common law partner.
- 24/7 access to counseling support for mental health through our Employee Assistance Program (EAP), helping you thrive amid parenting challenges, stress, or relationship issues.
- Free legal advice and financial consultations as part of the EAP.
- P1,000,000 Life Insurance coverage.
- Leave policy granting 10 days of annual leave, increasing to 15 days after one year.
- Welcome gift on your first day.
- Monthly Discover You lunch featuring CEO presentations, leadership training, and Values Awards.
- Monthly gratitude celebrations and prizes, including Trivia, Talent Night, Personal Development, and Acoustic Nights.
- Welcome Tea with the CEO and work anniversary celebrations.
- Earn up to P10K employee referral bonus and a chance to win a trip for two (2) to Bali, Indonesia.
Your Family’s Benefits:
- 24/7 access to confidential counseling support for mental health for four family members through our Employee’s Family Assistance Program (EFAP).
- Preventive Care: Health Education Counseling on diet or exercise, periodic monitoring of health problems, family planning counseling, four (4) wellness sessions, 5 sessions of Mindcare Counseling per member per year with ₱5,000 reimbursement once the 5 sessions are fully consumed.
- Free legal advice and financial consultations for four family members as part of the EFAP.
- Free Telemedicine for four family members.
- Personal invites for your family members to our monthly virtual events, with opportunities to win prizes.
In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.
In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., U.K. and Singapore, among others. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.
The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.
Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.
Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.
At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.
Learn more about Our Culture here: https://go.team/ph/our-culture/